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Smoking Public Relations

27 August, 2010 by James Lawther Leave a Comment

Toyota have recently been lambasted for faulty floor mats and sticking accelerator pedals, resulting in a multi billion pound recall. Ferrari on the other hand have had ten of their super cars burst into flames and a representative told Just Auto “It is important to differentiate between what is a vehicle fire and outside factors […]

Filed Under: Blog, Operations Analysis Tagged With: accountability, customer focus, public relations, Toyota, video

Small Business is Beautiful Business

25 August, 2010 by James Lawther Leave a Comment

If you work for your own company the best way to get a pay rise is to keep your customers happy.  That is where the money comes from. If you work for somebody else’s (large) company the best way to get a pay rise is to keep your boss happy.  That is where the money […]

Filed Under: Blog, Process Improvement Tagged With: customer focus, employee ownership, John Lewis, silo management

Should I Stay or Should I Go?

12 July, 2010 by James Lawther Leave a Comment

I found a great internet service.  It is called Carbonite.  For £36 a year they back up all my data onto a server in the US somewhere, probably a nuclear bunker in deepest Ohio. My data is safe, it is cheap, they have to do very little work.  Everyone was a winner. Until I had […]

Filed Under: Blog, Operations Analysis Tagged With: customer focus, poor service, revenue generation

Sticky

12 June, 2010 by James Lawther Leave a Comment

sticky

Process improvement saves money, but it can also drive revenue. 10 companies who use their processes to create sales: Cross selling: 1. Amazon:  Customers who bought this also bought…. 2. Apple: Visit the iTunes store to download artwork Making the next sale: 3. Your Dentist: Would you like to book your next checkup? 4. Your […]

Filed Under: Blog, Process Improvement Tagged With: Amazon, best practice, customer focus, Domino's Pizza, good service, John Lewis, marketing, McDonald's, revenue generation

Do you Put Your Customers First?

12 May, 2010 by James Lawther Leave a Comment

Mercedes

I once went for a job interview with an insurance company.  Parked right outside the front door was the biggest Mercedes Benz I have ever seen, with the legend MD stencilled above the parking space. As I walked away from the door the Mercs gradually got smaller and smaller.  It wasn’t, needless to say, the […]

Filed Under: Blog, Operations Analysis Tagged With: customer focus, purpose

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