Buyers Meeting Point procurement by Kelly Barner

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Recommended Procurement Webinars for May 29 – June 2: Uberization, Customer-Centricity, and a Mystery RPA case study

Recommended Procurement Webinars for May 29 – June 2: Uberization, Customer-Centricity, and a Mystery RPA case study

This is a short week with Memorial Day in the U.S. and a Bank Holiday in England, but that didn’t prevent companies from scheduling webinars. In addition to the events below, the May ISM-New York Report on Business will be released on Friday at 9:45am ET. Click on the title of each webinar below to view the full description and register. You can also check out my notes from one of last week's webinars, The Digital Procurement Era, presented by Dr. Rob Handfield.

BTW: If you haven’t already, sign up for our mailing list to be sure you get my weekly recommendations in your Inbox each Monday.

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Best Procurement and Supply Chain Webinars 6/27 – 7/1

Best Procurement and Supply Chain Webinars 6/27 – 7/1

This week – which is a little slow because some lucky people have Friday off in advance of the July 4th holiday on Monday – is a unique assortment of webinars taking place ‘anyway.’ Two events on direct spend and one that looks at one of the weaknesses in the procurement customer service program. Click on the title of each event below to view the full description in our events calendar and to connect to their registration pages.

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Would You Buy From You?

Would You Buy From You?

If you were to review your own procurement team’s achievements and capabilities from the perspective of a customer, would you buy from you?

The principle of using an internal business function which is currently a cost centre, and turning it into an revenue generating business proposition, is not new. Examples can be found in most areas ranging from IT through to Finance. The principle is based on creating such a leading business function others will pay to use.

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How to have happy customers

How to have happy customers

As another year comes to a close, we are often reflective of where we are and where we should be. We tend to do that both professionally and personally.

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How often are you tempted to hit the “Like” button?

How often are you tempted to hit the “Like” button?

Recently I had a great customer experience when someone who said they would call me back that afternoon actually did. Why did that surprise me? Because it is so rare.

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Following up is the game changer

Following up is the game changer

We have all had the experience when we asked someone for something or a call back and it did not happen. It always is a surprise and feels good when a person actually does follow through on what they said they were going to do. We certainly set that expectation on others so if you turn that around to yourself, how do YOU do with the follow through?

 

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Planting seeds with good customer service

Planting seeds with good customer service

We spent a good deal of our last weekend planting our gardens. We had some plants and some bulbs. We watered, weeded and fertilized. We really tended to what hopefully will make them grow and become a beautiful back yard retreat.

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Likeability linked to professional success

Likeability linked to professional success

I read an article a few years ago about being friendly in an attempt to deliver better customer service. Shortly after that, I put a smiley face on my keyboard next to the phone. It is to help remind me to answer the phone with a smile in my voice. I don’t always feel like doing that. I get tired or frustrated or distracted like everyone else.

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Learning from UPS

Learning from UPS

On Christmas Eve, we received three deliveries of Christmas presents. One came via US postal service, the second from FedEx and the third from UPS. The gift givers were relieved that the packages arrived in time for the holiday gathering.

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Blog Pick of the Week: Tis the season for good customer service

Blog Pick of the Week:  Tis the season for good customer service

Over the last few weeks, we have been talking about recruiting and retaining employees. How about that same approach with your customers?

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Good Customer Service is easy to do – right?

Good Customer Service is easy to do – right?

A few years ago I was at the meat department at my local grocery store. I wanted some special steaks to for a dinner party. I spotted them in the case. They looked incredible and I could already taste it coming off the grill. The meat manager said “Wait a minute, I have some fresh ones right here.” He stepped back 10 feet and pulled new ones off the tray. It did not take much and surely made me feel very special.

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Procurement on YouTube: Amazing Customer Service Doesn't Happen by Accident

Procurement on YouTube: Amazing Customer Service Doesn't Happen by Accident

In this week’s Procurement on YouTube post, we are going to continue down a path we started with the March 9th Buyers Meeting Point blog pick of the week. Each week, my partner Cindy Allen Murphy selects a single blog post to focus on. Sometimes they are direct from one of the well-known supply management thought leaders, but other weeks she pulls interesting topics from a wide range of general business, industry, and professional development sources. Last week she chose to highlight a post by customer service author and speaker Shep Hyken.

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Blog Pick of the Week: Purposeful Customer Service

Blog Pick of the Week: Purposeful Customer Service

Every interaction with a customer is an opportunity to leave them with an amazing impression.

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Recent Comments
Jon Hansen
I actually interviewed Shep twice last year - he has great insights! http://bit.ly/ZPEle9... Read More
Thursday, 14 March 2013 11:10
Kelly Barner
Thanks Jon - we'd also recommend his books, including: Cult of the Customer http://buyersmeetingpoint.com/publications/endorsed-p... Read More
Thursday, 14 March 2013 21:27
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Blog Pick of the Week: Marriott's Ultimate Customer Service

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When have you been WOW'd by Customer Service? Why is it so unusual and it often is a simple gesture and something quite small that makes all the difference.

This week I had to call one of the BIG insurance companies about a personnel issue and a claim issue. I thought I was going to have to speak to multiple individuals and tell my story over and over again. That is such a frustrating process.

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Instant Customer Service Feedback for Procurement

If you’ve spent any time on our site this week, you’ll see that we are having a customer-service centric week. It all started when I attended last week’s Next Level Purchasing Association webinar where Peter Nero of Denali Group shared his thoughts on what is next for procurement. The answer was better customer service.

As a follow up, we spoke with The Sales Guy about the kinds of internal customer service he thinks procurement can provide, and this morning we read the Wikipedia article on customer service. We’re not looking to turn procurement into a transactional call center, but some of the traditional wisdom about how to keep your customers happy applies to the relationship between us and our internal stakeholders.

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The Sales Guy on Customer Service

Last week I attended a great webinar (sponsored by the Next Level Purchasing Association) on Procurement Innovation where Peter Nero from Denali Group discussed just how critical a customer service orientation is to the future of procurement within the organization. While I listened to him discuss some of the changes procurement will need to make to improve the status quo, I couldn’t help but think about how sales reps deal with demanding customers on a regular basis. And for them, not satisfying those customers often means not getting a sale.

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Webinar Notes: NLPA's Monthly Webinar What’s Next for Procurement: Innovating to Drive Value

This week, our webinar notes are on ‘What’s Next for Procurement”, the monthly Next Level Purchasing Association member call featuring Peter Nero from Denali Group.  If you are not a member of the NLPA, I encourage you to join – it is easy and free.  Click here for more information.

While this presentation is not available as a recording, you can read a whitepaper by Denali Group on their Procurement Innovation Research for 2011.

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