Free workshop on Operational Excellence

On January 30 I will be hosting a free workshop on Operational Excellence.

You will leave this workshop with breakthrough ideas for

  • Acquiring new customers more easily and quickly growing your business with existing customers
  • Finding new revenue opportunities in areas you wouldn’t normally look
  • Turning more of your best ideas into viable commercial products and services
  • Reducing your hiring and turnover costs

Click here to register and for more details.

Miller’s Monday Morning Message

Andrew MillerMiller’s Monday Morning Message
presented by ACM Consulting Inc.

Andrew Miller on operational excellence, strategy, life balance and everything in between

Toronto – November 25, 2013
The Dow Jones stock market index pushed above 16,000 this week, just continuing to show how thriving the US economy is. The job market is improving and we see the number of company acquisitions and the number of initial public offerings going up. This is a good sign. What might be the best sign is that all of this is happening despite an ineffective government. The US government is spending its time with partisan bickering, finger pointing, and ineffective implementation of government strategies. This may actually be a blessing for organizations because it keeps the government focused elsewhere and allows the free market system to run its course. This may be a good model for governments to follow in the future….set up rules and regulations to ensure fair trade and competition. Enforce those rules, and then let organizations and the economy operate freely within them. That is smart government. Contrast that to what is happening in many of the other major economies around the world and the US is looking awfully good right now, despite the behaviour of its political leaders.
 
To request an interview or more information, please contact:
 
Andrew Miller
416-480-1336
 
Follow me on Twitter @AndrewMillerACM
© Andrew Miller. All rights reserved. 2013.

Rob Ford needs to make a change

I have purposely stayed away from all of the fray that is the Rod Ford debacle. It’s no use taking pot shots when everyone else is. But this issue is getting out of hand. Mayor Ford has now taken to ridiculing fellow councillors, getting in shouting matches with the public, and generally disrupting the business of the city. Can you believe Toronto taxpayers are paying for all of this?

Corporate CEOs are let go by their boards when they under-perform. Just like they are accountable for their boards, Mayor Ford is accountable to the taxpayers. He had made it very clear that the only people he feels accountable to are the voters. The voters are his board of directors. The only way he will step down or even take a leave of absence is if the board of directors tells him to.

So far, the board has not been vocal about him stepping down. By passively watching, we are enabling this behaviour and sending the wrong message. Unless of course, this is how we want to city politics to be run in this great city of Toronto.

Miller’s Monday Morning Message

Andrew MillerMiller’s Monday Morning Message
presented by ACM Consulting Inc.

Andrew Miller on operational excellence, strategy, life balance and everything in between

Toronto – November 18, 2013
Now that the merger between US Airways and American Airlines Inc. has been approved and a deal has been reached, it forces us to ask how combining two average airlines will make one better airline. Both US Airways and American Airlines have an average ranking (three stars) when it comes to in-flight service, dealing with flight delays, and even cleanliness of the airlines. These average ratings all point back to the front line people who work for these two organizations and how they treat customers of the two airlines. If the people aren’t passionate about their organizations and aren’t empowered to make a difference, then why do we expect anything to change with the combined airline?
 
Here are some questions the new organization should be asking as it moves forward with the merger:
  • Is our strategy to be a low cost airline, or provide quality service, or both?
  • If both airlines had service issues taking place on the front lines, is the issue the people, the culture, or the processes we have in place?
  • Are the employees excited and passionate about the opportunity to work for this new organization?
  • What do we need to do to build an organization focused on the answers to the previous questions?
“There should certainly be cost savings as a result of the merger because you don’t need two of everything so some consolidation will take place,” says Andrew Miller, president of ACM Consulting. “Hopefully the new organization will invest those savings back into the company to improve the performance of its people and truly focus on the customer experience. Customer retention is directly linked to employee empowerment, so the organization either needs to get better people on the front lines, or give them the ability to deal with customers better (or both).” 
 
To request an interview or more information, please contact:
 
Andrew Miller
416-480-1336
 
Follow me on Twitter @AndrewMillerACM
© Andrew Miller. All rights reserved. 2013.

Key points for customer retention

Last week, I hosted a group of executives at the Four Seasons hotel in Toronto to discuss the importance of customer retention and how it impacts company profitability and growth. Executives from some of the most iconic and successful companies in Canada were in attendance.

Some of the key points we discussed were:

•    There are four key elements to realizing the exponential value of customer retention; Stratification, cultivation, experience, and metrics.

•    There is a direct link between employee empowerment and customer retention. The more you empower employees, the better customer retention will be.

•    Creating a culture focused on customer retention requires removing organizational silos and focusing on the depth of customer relationships, not just the number of customers.

•    Many organizations struggle with tying brand awareness to bottom line results.

It was a unique forum for this kind of discussion because most executives don’t have the opportunity to engage with peers outside of their industry around a specific area like customer retention. And usually not in an intimate setting that fosters good conversations. The comment from almost all the participants was the value of learning what has worked and what hasn’t from colleagues in other industries and collaborating on better ways of operating.

I have hosted many successful events such as this for both industry associations as well as for my own networks, and will be hosting more in 2014.

Miller’s Monday Morning Message

Andrew MillerMiller’s Monday Morning Message
presented by ACM Consulting Inc.

Andrew Miller on operational excellence, strategy, life balance and everything in between

Toronto – November 11, 2013
Today is Remembrance Day in Canada, so it is a day where we should all be thinking about those who risk their lives for us every day, and those who have lost their lives protecting Canada. We wear poppies to show that we have not forgotten and to show our support for our veterans. It is a day to step back and have some perspective.
 
Here is just a brief reminder of what we are all fighting for, both at home and abroad:
  • A democratic country where people have the ability to say and do whatever they want.
  • A universal healthcare system where everyone has access to basic treatment.
  • An education system that helps our children learn skills that will not only help  them in the workforce, but also help them in life.
  • A social system that provides special services for those in need.
  • A thriving economy where jobs and opportunities are available.
  • Natural resources that not only benefit our country, but are also desirable to other countries.
  • An infrastructure that allows for ease of movement.

We need to put this all in perspective. We live in one of the greatest countries in the world and have access to everything we need. We are in this position because of those that have been willing to fight to maintain our way of life, both Canadians and and our allies. So today, take a moment to appreciate where we live. Sure, we have issues that need to be resolved because no system is perfect. But, instead of complaining about it, of all days, today is the day we should all be thinking about what we can do to make it better and appreciate those who have given us the opportunity to sustain our way of life in this great country.

 
To request an interview or more information, please contact:
 
Andrew Miller
416-480-1336
 
Follow me on Twitter @AndrewMillerACM
© Andrew Miller. All rights reserved. 2013.

Association growth

On a recent teleconference for association executives, I discussed 12 strategies associations can implement to rapidly grow their membership base. Below is a tool that you can download for free and use to identify which strategies are best for your association.

Andrew Miller-Association growth assessment

If you are interested in downloading or listening to the free teleconference, click here.