Operations: Two industry veterans share their insights on using Benchmarks & Best Practices

Kislik: And don’t forget the service levels. Say I’m a b-to-b cataloger or I sell only high-end merchandise. I have a limited pool of customers. I can’t afford to lose even one. It’s better for me to be inefficient in some cases and spend more time on the phone or make more calls per sale, instead of losing a customer.