by Sam Klaidman | Aug 22, 2019 | Customer Value Creation
Nearly two years ago, I wrote a post called Creating Lasting Shareholder Value By Creating Customer Value. This was the opening paragraph: Are you responsible for maximizing or helping to maximize shareholder value? Are you tired of hit-or-miss actions and the annual...
by Sam Klaidman | Aug 1, 2019 | Growth
No matter what you sell, one of your most important decisions will be what pricing model to use to set the price you charge the customer. And if you’re in the B2B space selling complex or custom products, the decision you face is formidable. B2C vs. B2B Pricing...
by Sam Klaidman | Jul 31, 2019 | Growth
Who’s your customer? To identify your customer try this experiment. Ask your service technicians and phone support agents to tell you who is their customer at a few of your largest accounts. Then ask the same question to the salespeople who sold and service...
by Sam Klaidman | Jul 24, 2019 | Growth
A large part of the job of a Service Executive is to grow your service business. This is true even if you are not a profit center, especially if you are one. And the key to successfully growing your business is to focus all your planning efforts on customers and...
by Sam Klaidman | Jun 26, 2019 | Customer Value Creation
Product quality and product reliability are two critical elements of a successful business. According to the American Society of Quality (ASQ), “the difference between quality and reliability is that quality shows how well an object performs its proper function,...
by Sam Klaidman | Jun 17, 2019 | Customer Value Creation
Cost of product failure When your product fails, it costs your customers money, and the longer it remains down, the more it costs them. And sometimes, the customer’s cost is not only money but also customer retention or employee stress. And often, they wish they had a...
by Sam Klaidman | May 28, 2019 | Customer Value Creation
In one of the most memorable scenes from the 1967 movie classic “The Graduate,” Mr. McGuire takes the graduate, Benjamin Braddock, outside to the pool and says to him, “Ben, I want to say one word to you. Just one word: Plastics. There is a great...
by Sam Klaidman | Apr 24, 2019 | Customer Loyalty
Many business leaders link performance pay (employee’s variable compensation) to satisfaction or loyalty survey results to improve the customer experience provided by their company or to game the survey results. Why you should not automatically link performance pay...
by Sam Klaidman | Apr 23, 2019 | Customer Loyalty
Every business messes up. Sometimes, it’s product-related; sometimes, it’s due to problematic service. Sometimes, mistakes occur very rarely; sometimes, they (unfortunately) happen very frequently. Because our customers are all human, they understand that companies...
by Sam Klaidman | Apr 1, 2019 | Growth
What do desired business outcomes and KPIs do with a reasonably complex road intersection? Both are tied together by Lewis Carroll’s quote, “If you don’t know where you are going, any road will get you there.” If you don’t know the...
