by Sam Klaidman | Apr 30, 2018 | Growth
It is the end of April and we are 1/3 of the way through calendar 2018. By now your CFO is relatively certain of two things: Will the business finish out the year by achieving the annual budget? Will the service business finish out the year by achieving the annual...
by Sam Klaidman | Apr 19, 2018 | Growth
Introduction Almost one-year ago I wrote another post about attaching service contracts to new product sales. However, that post came at the subject from a different perspective. Reading both posts together will provide a more complete picture of the challenges of...
by Sam Klaidman | Mar 20, 2018 | Growth
Background A few years ago, I wrote a post about innovation at GE Healthcare. I wrote about how a design engineer was on site when a new MRI system was being installed in a pediatric area of a hospital. The engineer saw how scared the very young patients felt about...
by Sam Klaidman | Mar 5, 2018 | Customer Loyalty
Introduction This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Recently, four separate events happened to me, with the result being what I believe is new thinking about how to make a CX...
by Sam Klaidman | Feb 19, 2018 | Customer Value Creation
Why do people buy your products and services? People buy your products because they need the outcomes they get from using them, not because they want to use your service eventually. They traded their cash for your product because they expect the business outcome they...
