This is a guest post written by one of our very own Lead Consultants, Jean Fasching
Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch. In it, an executive mentioned that the closure would help improve Customer Experience commitments. It was a technical and financially dense PR release. But, I wondered, how can a plant closure improve Customer Experience commitments? With a plant closure, production capacity is reduced. This means turn-around-time may increase and trigger an increase in cost. Impacts like this typically don’t lead to an improved customer experience. Just who is this customer? (more…)
