Quarterly Theme - Customer Happiness

Each quarter at Lykki we have a theme to focus on in improving the business and culture. This quarter we thought our theme should be around Customer Happiness. Although it seems obvious that every day is a focus on customer happiness, we wanted to dive deep into each process and system at Lykki that touched our customers. We call them our Moments Of Truth or MOT's.

MOT's like the picture here is a step by step process of how we want the customer experience to be each and every time. Consistency is key!!

This quarter we wanted to re- document each process and look for additional WOW moments like credits and returns. How about offering one year to return something? Or when an item is returned, we promise to credit the customer in 24 hours? 

These are a few processes we have implemented in the past so each time we do this exercise it gets increasingly more challenging to out do ourselves. But that's the fun!

Cheers

Calvin 

Did You Know?

Here is the latest research from one of my favorite sources XPLANE.

This company has created an ongoing series of compelling and amazing data filled info graphic videos that make me just shake my head in astonishment.

Check out their YouTube channel here for all their excellent work.

Did You Know? 6.0: Change to Survive is a run thru amazing facts about how Technology and behavior are radically re shaping business- on a global scale. 6.0 advances the conversation about organizations can adapt and prosper by changing the way they work.

Cheers

Calvin

Happy Earth Day

If there is one thing your business could do right now to make a significant impact of the environment what could it be?

I argue that reducing the number of deliveries from suppliers can make a significant impact of the amount of CO2 emissions your company creates. You see, each time your company orders some supplies a truck must deliver them to you and that truck is creating emissions.

So less deliveries, larger orders less often is the trick.

Have a look at why Lykki is such a great choice as a supplier by checking out our cool info graphic.

Cheers

Calvin

It's all in the details.

I'm here in Mexico at a high end resort for a conference and I'm in love!

In love with the details that is. Every where you look the resort has thought out every detail from room service breakfast for royalty to flowers on the bed and incense by the bath.

Today I just wandered the facility counting all the Magic Moments. I wish I had brought my camera with me on the walk because I saw dozens including my favorite - a groomed sand beach with huge words raked into the sand welcoming you. I'll have to get up extra early to see how  they did it.

Cheers

Calvin

Time for some schooling.

Today I was in Seattle for a fantastic 2 day finance class called Profit Mastery.

It is a course put on by Steve Lefever an ex banker who has developed an in depth finance course for executives who want to understand finance.

This will be the second time I have taken his course and the tools he teaches are as relevant for a fortune 50 CFO as they are for Lykki. Along for the trip I brought my friend Bret who owns a fast growing and successful company called Mini Bins http://www.minibins.com. Bret was a bit apprehensive when I invited him but on the first hour of the first day he already had solved a lingering issue in his business so I know he received great value.

If you own a business or know someone in business who reads financials as part of their job then I suggest attending Profit Mastery. http://www.brs-seattle.com

Cheers

Calvin