by Sam Klaidman | Dec 17, 2019 | Growth
What Is The Right-to-Repair Movement? The right-to-repair movement includes all the different ways equipment and consumer goods owners fight back against OEM’s aftermarket service policies that excessively burden their maintenance costs. While most right-to-repair...
by Sam Klaidman | Nov 21, 2019 | Growth
The reality in industry today is that product margins are declining, and services margins are rising. In fact, in many industries, the two margins have reached parity. If you manufacture and sell a complete product to an end user or a channel partner, you either...
by Sam Klaidman | Nov 19, 2019 | Customer Loyalty
Introduction When discussing customer satisfaction, we eventually discuss how experiences compare to expectations. The more the two are aligned, the more satisfied and trusting your customers feel. On the other hand, we like to work with companies that...
by Sam Klaidman | Oct 29, 2019 | Growth
What to do Before Launching a New Product or Service If I asked you, a senior service leader, if you talk to customers and prospects, you would no doubt answer with a loud and resounding “yes!” Then, if I asked why you talk to them, you’d probably give me one or more...
by Sam Klaidman | Sep 12, 2019 | Growth
In her song “Big Yellow Taxi,” Canadian singer and songwriter Joni Mitchell wrote: Don’t it always seem to go That you don’t know what you’ve got ‘Till it’s gone That’s exactly how people feel when their manufacturing equipment fails. Illustration inspired by The...
