One-time customer, lifelong customer
FEATURE – We start the new year with a reminder to put customers first, always. It is they who make our business and keep our lean initiatives true, says the author.
voice of the customer
At the service of customer centricity
CASE STUDY – This Shared Service Center in Poland has leveraged lean, technology, and automation to completely transform itself and provide an ever-better customer experience.
Grievances first
NOTES FROM THE GEMBA – How do you kick off a lean journey? This French company has chosen to begin by analyzing and tackling each customer complaint.