Original Articles.

Where Do You Draw The Line With Customer Satisfaction?

July 2018 - By Andrea Olson

If you've ever worked the front lines - where you're directly dealing with customers - you know that sometimes, a customer can't be satisfied. It's always a challenge dealing with a difficult customer, but many times, companies have hard and fast rules for how to engage with customers, leaving employees in the position of facing anger, frustration, yelling, and sometimes rage. Is it essential to ensure every customer is satisfied? I would assume that most people would argue, "No."

Why Marketing is so Misunderstood

July 2018 - By Andrea Olson

Many people consider themselves "experts" in the sphere of marketing. Yet why is this subject still so misunderstood and misapplied in many companies? It's a constant challenge to get one's mind around the abstract nature of marketing. Unlike finance, this subject is not linear, nor is it black and white. It is much more an exercise in strategy and psychology, rather than implementing the right combination of tactics.

To Train or Not To Train?

June 2018 - By Andrea Olson

In the restaurant industry, training is a given. There's no question that a new hire won't get a minimum number of training hours, from processes and procedures, to food handling and customer service. On the other hand, many small to mid-sized manufactures resist investing in employee training, citing concerns that if the employee leaves, that investment was lost. However, this is a straw-man argument. Let's address theses preconceived notions.

Original Publications.

No Disruptions: The New Future for Mid Market Manufacturing

Purchase Your Copy On

The first book to holistically examine the challenges of the skeptical, change-resistant mid-market manufacturer. In the most recent data, manufacturers contributed $2.17 trillion to the U.S. economy. For every $1.00 spent in manufacturing, another $1.40 is added to the economy. That is why the continual modernization and progression of the manufacturing industry is essential.

The Customer Mission

Available in August 2018

What is your customer mission? It's a question which this book examines in depth, looking at how today's companies can shift from an internal focus to a customer focus by transforming their core organizational behaviors, mission, and values. Blending psychology, real-world examples, and actionable guides, The Customer Mission dives into how organizations need to change perspectives to effectively compete in today's marketplace.

Speaking Engagements.

Featured Session Trainer: Manufacturers Resource Center Training Program

September 2018 - Allentown, Pennsylvania

This segment of the program will introduce the process of designing and developing new product offerings centered on undiscovered customer needs and designing solutions with value-added differentiators. We will discuss and work through a strategic process, defining what jobs customers want to accomplish through in-depth mapping of each stage of the job process, and outlining structured approaches to messaging, positioning and creating and effective launch.