3 Things Santa Claus could improve

From our Friday noon memo #11:

Santa Claus runs one of the most challenging businesses in the world. He manages customer orders and supplies for millions of people and handles an uncountable number of gifts. Most people rightly think that he does a great job; and yet, we find that he could improve his services in three ways:

1. Higher efficiency. Santa’s manual ordering process using wish lists and the delivery by reindeer sleighs surely offers some room for efficiency gains. With streamlined processes and up-to-date tools he could lower his workload and serve clients better.
2. More seasonal balancing. His focus on only one highly loaded event per year clearly poses a challenge. Considering his significant market share we recommend a more balanced delivery over the whole year, for example by creating a sub-event each month.
3. 360° customer experience. Santa is really good at one-way gift delivery but wouldn’t it be an idea to implement an after-sales and service process for the time after Christmas?

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Comments

[John Zimmer]

Santa could also outsource the work. Alternatively, he could set up regional distribution centres.

Cheers! Merry Christmas! And keep up the good work in 2010!

John
http://mannerofspeaking.wordpress.com/

[David Lindelöf]

And let's not forget market segmentation. I.e., concentrate on the 0.5% of his customers who actually care about Christmas :-)