Take a moment and do a web search on the term “lean goals.” Go ahead—it’ll just take a moment. Do you see all those articles headlined, “The Three/Four/Five Goals of Lean”? If you take another moment ...

In today's competitive business landscape, a top-notch customer experience can be crucial to standing out from the crowd. In ideal circumstances, a business would have more than enough staff members ...

It costs a lot to acquire a new customer, but lean-six sigma applied to customer service excellence can increase customer loyalty and retention, adding additional value to each new customer acquired.

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. To continue reading this ...

When you think “lean”, what typically comes to mind are tools for eliminating waste in a manufacturing process. For example, kaizen (improvement) workshops, where frontline workers solve complex ...

Customers are inherently inefficient and inconvenient to do business with. Great customer service depends on understanding and embracing this reality, and figuring out how to build a customer ...

MELVILLE, N.Y.--(BUSINESS WIRE)--Two years into the global pandemic, organizations are racing to resolve the Engagement Capacity Gap ™, leaning into customer service technology to support ...