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 – March 30, 2015
Organizations need to change the way they operate if they want to continue to be successful. The way organizations engage with customers is different. The way customers buy products and services is different. The way employees choose where they want to work is different. The way companies innovate is different.
If you want to maximize performance and profitability, you need to make these mindset changes:
  • You can’t focus on customer satisfaction, you need to focus on customer retention. Happy customers only matter if they keep buying from you.
  • You can’t focus on cost cutting, you need to focus on growth. Controlling costs makes sense, but having a strategy that relies on cutting costs to be competitive will not allow you to survive for very long.
  • You can’t focus on elimination of waste and standardization, you need to focus on innovation. You need to create new ways of operating that accomplish your objectives faster and more effectively and you need to become a master of adopting and applying those ideas across your organization.
  • You can’t focus on productivity, you need to focus on performance. Every employee needs to contribute to help the organization make progress.
  • You should spend less time on strategy development and more time on execution. Most initiatives fail at the execution stage. It might be the right thing to do, but if executed poorly, you don’t get the results you expected.
  • Don’t underestimate the value of speed. But you need to know when to speed up and when to slow down. You need to optimize speed.

Changing the mindset of organization is not easy, but it’s necessary. Start by preaching excellence not perfection. Reward people for trying new ways to improve performance, even if they fail. Look at new ways to measure success.

But most importantly, you need to first acknowledge that your mindset needs to change. Then you can begin to identify the best opportunities to improve performance.

Looking for more insights?
Each Wednesday I will be posting a short video tip to help organizations improve operational excellence. Click here and here to watch my first videos.
Follow me on Twitter @AndrewMillerACM

To request an interview or more information, please contact:

 
Andrew Miller
416-480-1336
© Andrew Miller. All rights reserved. 2015.

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 – January 12, 2015
Recently, I have been having many conversations with clients and prospective clients about customer retention and what causes customers to want to stay with an organization. I’ve always believed that the time period directly after you have acquired a new customer has a dramatic impact on retention. Too many organizations move on to the next opportunity once they have acquired that new customer and they quickly forget about them. My most successful clients take that opportunity to create loyalty and solidify the relationship, which dramatically increases retention. Here are five examples of tactics you should be employing within 90 days of acquiring a new customer:
  • Help your customer’s organization transition from their old provider to your products and services by providing marketing, project management, and education support.
  • Invite them to an exclusive event with other customers. One they wouldn’t have been able to attend before they were customers.
  • Sit down with them to find out their opportunities and help them find solutions to take advantage of those opportunities.
  • Contact them regularly to see if you are meeting their expectations and if there is anything you can for them.
  • Offer them access to data or reports that will help them perform better in their industry.

The first 90 days after you acquire a new customer is critical to their retention. Don’t move on to the next opportunity so quickly. Use the first 90 days to build a strong relationship.

Do this, and your customer retention will skyrocket!

Listen to my podcast on why Operational Excellence needs to be redefined.
Follow me on Twitter @AndrewMillerACM
Register for my free event to dramatically increasing your profits and improve your performance.

To request an interview or more information, please contact:

 
Andrew Miller
416-480-1336
© Andrew Miller. All rights reserved. 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 – August 18, 2014
Last week I spoke with two clients about brand new initiatives that we are going to work on together. These initiatives are going to force these organizations to think differently and operate differently in order to improve their results. They are willing and able to try new things.
 
This weekend I was away with my family and I tried fly boarding (disclaimer – I’m not in this video) and jumped of a 38-foot ledge to a short free fall before landing safely on the ground. I was willing and able to try new things.
 
In order to grow both as a person and an organization, you need to be willing to try new things. Sometimes you will succeed and sometimes you will fail, but you will always grow and develop.
 
What are you going to try next?

To request an interview or more information, please contact:
 
Andrew Miller
416-480-1336

Follow me on Twitter @AndrewMillerACM
© Andrew Miller. All rights reserved. 2014.

Political Movements and Operational Excellence

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Andrew discusses operational excellence as it pertains to political movements.

Operational Impact of Dramatic Sales Growth

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Andrew provides key insight on questions to consider if your company is increasing rapid growth.

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The Importance of Customer Profiles

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Andrew explains the process he uses when helping clients gain insight on exactly who their customers are and what influences their buying decisions.