Business View Magazine - April 2024

THE CUSTOMER EXPERIENCE Its customer-centric practices and continuous improvement are central to Newberry’s resilience amidst industry upheavals. Kohnke highlights the company’s transformative approach to lead time management, shifting from traditional industry norms to a proactive stance focused on meeting customer deadlines. “We’ve redefined the customer experience by prioritizing delivery timelines over lead times; through streamlined processes and enhanced communication, we give our customers unprecedented visibility into the production journey, ensuring they receive their orders precisely when needed.” One such initiative is Newberry’s three-call process, which fosters transparency and accountability throughout the order fulfillment cycle.This approach involves regular communication with customers at key stages, from order confirmation to production scheduling, offering real-time insights into the status of their orders. 142 BUSINESS VIEW MAGAZINE VOLUME 11, ISSUE 04