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Perfect Timing

12 July, 2010 by James Lawther Leave a Comment

I have just received a Domino’s Pizza leaflet. Buy one Pizza get one free, every Tuesday. “Two for Tuesday”. Perfect, my daughters love (really love) pizza. Unfortunately it is Wednesday morning. Timing is everything. Image by byronv2

Filed Under: Blog, Process Improvement Tagged With: Domino's Pizza, poor service, revenue generation

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

Live With It

22 March, 2010 by James Lawther Leave a Comment

I have a friend who regularly catches a taxi from London to Heathrow and back, twice a week, without fail. He booked a cab with his normal firm, but on-line for the first time, the other night.  The web site didn’t work.  After processing his booking instead of getting a confirmation he got a broken […]

Filed Under: Blog, Operations Analysis Tagged With: continuous improvement, poor service, purpose, revenue generation, video

Sheet Music

22 February, 2010 by James Lawther Leave a Comment

My daughter has just started music lessons.  She is so keen and enthusiastic it is hard not to like the god awful noise that she makes. I had to go to a classical music shop to buy her a special CD to listen to as part of her studies.  As I walked through the shop […]

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

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