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...
by Sam Klaidman | Sep 10, 2019 | Growth
The opening line of Charles Dickens’ “Tale of Two Cities” is “It was the best of times, it was the worst of times.” Another famous, and more contemporary, quote is “When life gives you lemons, make lemonade.” What do these two sentences have to do with service growth...
by Sam Klaidman | Aug 30, 2019 | Customer Value Creation
Customers buy products or services because they want or need the outcomes they will get from using these products or services. They buy from your company when they believe they will get greater value from your company than any other choice they know about. The value...
by Sam Klaidman | Aug 28, 2019 | Customer Loyalty
By now, virtually everyone involved in industrial business knows that artificial intelligence, the Internet of Things, machine learning, and virtual reality are disrupting the business landscape. However, we tend to overlook how these enterprise technologies are...
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...
