Customer World

Nissan gets customers involved with lost keys

NY Times reports:

HOW does a carmaker unlock the door to reaching distracted, elusive customers in an increasingly competitive category? Nissan North America is hoping the answer may lie with, um, keys.

For the promotion, 20,000 key rings will be deliberately “lost” in bars, concert halls, sports arenas and other public places in seven large markets.

Each key ring will have three keys, all real, and two tags. The biggest key resembles a car key and the other two look as if they could fit the locks on house or office doors.

One tag declares, “If found, please do not return,” because the Altima “has Intelligent Key with push-button ignition, and I no longer need these,” a reference to the technology that allows an Altima owner to start the car by pressing a button on the dash rather than inserting a key.

The same tag invites the finder to learn more about the ignition system by visiting a section of the Nissan Web site (nissanusa.com/altima).

The other tag, labeled “Gas Card,” resembles the plastic keychain devices for electronic payment sponsored by service stations like Exxon and Mobil. The tag offers the finder of the key ring a chance to enter a sweepstakes, either by sending text messages or visiting another Web site (altimakeys.com), which is to be available this week.

Just-in-time shifts based on customer flows

Walmart has come-up with an innovative worker shift system. Shifts will be based on customer flows and employees will know it  3 weeks before!

I think this is an interesting evolution where shoppers, customer service and optimization of costs are at the central focus of this decision. As we move from a "mass manufacturing" era to "mass customization" era, new management principles and methods have to be invented for the companies of the future. We are yet to see some innovations in this area. If Alfred Sloan changed the auto manufacturing thinking for GM or if Henry Ford brought-in the mass manufacturing methods during early 1920s, the new service economy will have to dump the old economy rules and transition to new ones. Because, 24x7 businesses need to find innovative ways of developing superior customer service while balancing it with fair HR policies.

MSNBC reports:

Wal-Mart said the new system ensures that stores are fully staffed at peak shopping times and it takes into account the hours employees prefer to work.

“It is much friendlier and more predictable than the previous system in that it actually asks for our associates preferences of when they prefer to work,” Clark said.

She said under the old system, store managers drew up schedules based on the level of sales in a store. Now, increased staffing will coincide with times when customer traffic surges, she said.

Toyota adds customer-centricity to its design technology

Toyota has come with an interesting design concept to stop drunken driving.According to news reports:

Toyota Motor Corp. is developing a fail-safe system for cars that detects drunken drivers and automatically shuts the vehicle down if sensors pick up signs of excessive alcohol consumption.

Cars fitted with the detection system will not start if sweat sensors in the driving wheel detect high levels of alcohol in the driver's bloodstream, according to a report carried by the mass-circulation daily, Asahi Shimbun.

The system could also kick in if the sensors detect abnormal steering, or if a special camera shows that the driver's pupils are not in focus. The car is then slowed to a halt, the report said.

The world's No. 2 automaker hopes to fit cars with the system by the end of 2009, according to the report.