by Sam Klaidman | Sep 24, 2018 | Customer Value Creation
Customers only purchase products and services for one reason — to achieve their desired business outcomes (results). Whether we are talking about products or services, large or small, capital or expense, doesn’t matter. As long as they are spending money,...
by Sam Klaidman | Aug 9, 2018 | Growth
Collecting and using customer data is the first step in creating products and services that drive improving customers’ desired outcomes. And this is the prerequisite to growing shareholder value. How do we know that data is so important? Deming was a globally...
by Sam Klaidman | Jul 16, 2018 | Customer Loyalty
Failing to delegate decisions to your team will kill you, your team, or your business. All these outcomes are terrible! We need to discuss your trust and self-confidence to ensure none of these outcomes occur. Let’s take trust first. Trust You may not...
by Sam Klaidman | Jun 15, 2018 | Customer Loyalty
Introduction Warranty expense reduction is probably not part of your job description. But it should be. Here are the top three reasons why service and support executives should own warranty expense reduction. Remember, you are the customer advocate. And warranty...
by Sam Klaidman | Jun 5, 2018 | Growth
Congratulations on Joining the Ranks of Service Leadership A significant step is getting promoted from Regional or National Field Service Manager to Director or Vice President of Field (or Customer) Service. Suppose you are fortunate to have recently made this...
