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April 2008

After the “Place Order” Button

by Pete Abilla on April 25, 2008

buy now button, cybermonday, online commerce, ecommerce supply chain

What happens after the customer clicks the “Place Order Button”?  For some customers, this is a large black hole.  But, wise companies understand that customers need to be informed and aware of the steps after the “Place Order Button” is clicked.  In fact, customers want to be involved in the end-to-end transaction.  In this article, [...]

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Customers Feel the Difference, Not the Average

by Pete Abilla on April 23, 2008

Think about the metrics in your company: most likely, the metrics that you are accountable for and report on are reported as averages.  Am I right?  Perhaps, those metrics are averages and are lagging or leading, depending on the context. But, from the customer’s perspective, it is always important to remember this axiom: The Customer [...]

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On Customer Obsession

by Pete Abilla on April 15, 2008

I’d venture to say that most products and services are bloated with features that customers most likely don’t care for;  I’ve been part of product development teams where the focus is on features, with an implicit goal to stuffing as many features as possible — in consumer packaged goods and in software.   This is the [...]

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Lean and Six Sigma Summit

by Pete Abilla on April 13, 2008

lean six sigma conference, summit

You are cordially invited to a pretty cool Lean Six Sigma Summit (PDF Brochure Download) to be held on April 28 – May 2, 2008.   There will also be a behind-the-scenes tour of United Airlines and a peek into their Lean Deployment.  I’m really looking forward to that.  I’ll be speaking at the event, along with other, [...]

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Lean & Six Sigma at Amazon.com

by Pete Abilla on April 10, 2008

A friend of mine recently contacted me, seeking my advice on how to get a job at Amazon.com; my friend is a top-notch software engineer, manager, and an all-around good person and leader.  The job he is interested in is for a position as a software development manager in reverse-logistics at Amazon.com.  My friend qualifies [...]

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