by Sam Klaidman | Mar 11, 2019 | Customer Loyalty
Recently, I read a fascinating article, “CX Metrics Aren’t Customer-Centric, But Should Be. Learn How,” by Peter Fader and Sarah E. Toms. The authors show how combining customer switching costs with CX metrics and then looking at the results on a...
by Sam Klaidman | Feb 21, 2019 | Growth
We were in a meeting room in a downtown Madison, Wisconsin, hotel. It was -25oF outside, and I was talking with Dan Brinkman, Vice President and Chief Operating Officer of Medical Equipment Repair Associates (MERA), a large independent medical service company. It was...
by Sam Klaidman | Feb 7, 2019 | Growth
Companies seek ways to stimulate innovation and create lasting growth in today’s ever-evolving marketplace. The answer may lie in the jobs-to-be-done (JTBD) theory. Tony Ulwick originated the theory and processes of JTBD and outcome-driven innovation (ODI) in...
by Sam Klaidman | Jan 9, 2019 | Growth
It’s no secret that the industrial landscape is evolving quickly, and the rate of change is only accelerating. So as we move into 2019, keep in mind these four key facts identified by Technology Service Industry Association (TSIA): Revenue growth is not living up to...
by Sam Klaidman | Jan 7, 2019 | Growth
“AN OUNCE OF PREVENTION IS WORTH A POUND OF CURE” When Ben Franklin first uttered these words, he referred to fire safety and prevention. Today, these words are equally applicable to machine maintenance and uptime. If true, why isn’t Predictive...
