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Operating Excellence

There are three key pillars of business operations from which all other successes are built: accuracy, consistency, and timeliness. Mastering all three can be challenging, but is well worth the time and investment.
Latest Posts

Customer Service and Satisfaction is more important than Brand
March 09, 2009, 6:05 PM
Brands are Big, but for survival in tough economic times, and even good times, customer service may be more important. A bad customer experience could cost you a customer for life and a lot more.

New Media – Blogs are the new Trade Magazines for Vertical Markets
February 27, 2009, 7:00 AM
Blog media is relevant! Online media is interactive, active and already searching and researching, make your products next on the list.

Sales Lead Prioritization Generates Sales
February 25, 2009, 6:05 AM
Prioritize your sales leads and help your customers buy something. Don’t let your organization, procedures and staff talk customers out of buying from you.

Recessionary Marketing and Public Relations
February 23, 2009, 6:05 AM
Recessionary marketing and public relations, doing more with less, may be your only chance for long term survival. Like any investor with your lead generation and marketing you need to "spread the risk, invest in the highest probability returns to ...

Retail Aftershocks
February 20, 2009, 6:00 PM
The bankruptcies of major retail chains have significant impact on local and national employment directly and indirectly via the supporting services businesses which supply retailers, their employees and vendors. Their bad debit will also cause significant cash issues for vendors ...

Variable Sales Compensation should be about the last thing you cut to save costs
February 04, 2009, 6:05 AM
Variable sales compensation is performance oriented. You get sales, you pay, as long as the sales staff cannot sell below your authorized margins, you’re getting what you wanted and agreed to pay for. Don’t make the mistake of making cuts ...

Messaging Notification Services – Narcissism or Marketing Tool?
February 02, 2009, 12:25 PM
Messaging notification services like those built into Twitter, Linkedin, Plaxo and others can be great tools, but with anything, overdose can be poisonous!

ShowStoppers at CES 2009
January 22, 2009, 7:15 AM
ROI on media efforts, while neither an art nor a science, can be quantified to justify the investment. Analyzing our ROI on ShowStoppers CES 2009.

Lessons re-learned at CES 2009, Never stop Marketing or Selling
January 21, 2009, 7:15 AM
Marketing and Sales like rust can never sleep. The basics of sales and marketing need to be continually reinforced in good times and in bad times and it does take money to make money. Be where your customers need to ...

Market Sizing and the cost of customer acquisition are as important to start-ups as they are to large companies
January 05, 2009, 12:30 PM
Return on Investment (ROI) could mean survival. Marketing sizing and the cost of customer acquisition and cash flow are critical for start-ups as well as continuing businesses.



Latest Comments in Operating Excellence posts

Mike - You are right on the mark with your comment about the effects of the recession on retail, especially the ripple effect on vendors like UPS, packaging companies, etc.

Excellent blog.
By: Sam Thacker on 2/21/09 at 7:57 AM
Retail Aftershocks
An online sellers option exists for D.C., Maryland, and Virginia homeowners.

dc Magazine Online "looks and reads" as print publications and is offering 5.5 X 6.5.in. of advertising space at the monthly flat rate of only $150. (See site for Advertising Contact)

74 Page Site beautiful, but hot political to D.C. interest site, also has a full Real Estate Section, articles on Home Value, Refinancing, Market News.

So you get "a two-page spread/view", past the cover shot and "above the scroll". Any buyers will "find you" at this website.

Homeowners and Agents can run unlimited number of videos, podcasts, rotating picture, etc.

dc Magazine URL: http://dcmagazine.ubianation.com

Keywords, Tags: dc magazine, dc magazine real estate, dc magazine advertising ...
By: dc Magazine Online on 10/14/08 at 11:20 PM
Market and value based pricing part II– Monitor Customers Emotions with Data to Make Pricing Decisions
Customer satisfaction doesn't need to cost anything extra! Customer satisfaction is really about doing something right the first time for a customer. The real costs lie in having to repeat work and deal with an issue over and over when the task should have been done properly right from the beginning like the AT & T example. (I bet folks calling Boston weren't too happy with 617 though!) If professional buyers could get vendors to do everything right the first time, we would have a lot more time to devote to the core of our jobs instead of dealing with day-to-day issues.
By: Matthew W. Grant on 8/9/06 at 12:00 PM
Area Codes and Inventory Turns
Customer satisfaction is very important for any business. But it costs a lot. Here you gave two examples of AT&T and Netflix. It was interesting to read about AT&T's area code system and how they made it at a cheaper rate. Netflix is another successful company which satisfied a lot of customers but its operational cost was low. Businessmen need to think creatively and differently to improve customer satisfaction without spending beyond their means.
By: Razib Ahmed on 8/5/06 at 12:00 AM
Area Codes and Inventory Turns
These 3-good points have value only when activities have clear definition & transparency on a functional basis where incentives tied to performance drives innovation & growth.
By: Tom Cox on 8/3/06 at 12:00 AM
The 3 Foundations of Operational Excellence

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