Do you hear voices? We do.
Although Voice of the Customer (VoC) is a concept that’s been around for nearly 30 years, it amazes me how few companies do a decent job of it. For those unfamiliar, Voice of the Customer (VoC) is a rigorous process for capturing customer’s expectations, preferences, and aversions. There are a number of good books onContinue reading “Do you hear voices? We do.”
How to Fix the $350 Billion “For-Hire” Full Truckload Industry
As most of you know, full truckload (I refer to it as just “truckload” in the rest of the article) is a mode of freight for larger shipments that typically occupy more than half and up to the full capacity of a 48′ or 53′ trailer. According to the American Trucking Association, the US FullContinue reading “How to Fix the $350 Billion “For-Hire” Full Truckload Industry”
Customer Service is dead. Long Live Customer Service.
Customer Service in this country has been dying a slow, painful death over the last few decades. From poor communication to general rudeness, a lot of factors play into this, including the fact that buyers are more sophisticated and have higher expectations. Either way, the decline in customer satisfaction is real and evident in everyContinue reading “Customer Service is dead. Long Live Customer Service.”
Focus on Great, Not Big
Don’t get me wrong; growing a company is a “great” thing. The most rewarding times in my career were helping companies attain growth rates that were multiples of the industry average. However, I’ve found that executives get consumed with growth when the best way to grow is by focusing on becoming great. Why the disconnect?Continue reading “Focus on Great, Not Big”
Loading…
Something went wrong. Please refresh the page and/or try again.
About Me
Hello, my name is James Adams, CEO and Co-Founder of Revolution Trucking. With more than 30 years in the supply-chain, logistics, and transportation industries, I like to share experiences, best practices, and innovations. Click the LinkedIn logo below to follow me.
Email me
To sign-up for our posts, enter your email below.
