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...
by Guest Author | Feb 15, 2018 | Customer Loyalty
Ruth Winett wrote this article about listening to your customers. Ruth founded Winett Associates, which provides customized business research and writing services to meet your needs, budget, and schedule. She and I worked closely together for about six years,...
by Guest Author | Jan 28, 2018 | Growth
Even though Gary David, Ph.D. of Bentley University, wrote this article for his friends and associates in the Sociology profession, I believe that the information he presents is important for all of us to understand. This is because it deals with the relationship...
by Sam Klaidman | Jan 25, 2018 | Growth
Today, OEMs and other sellers of Capital Equipment depend on the revenue and profit from post-sales service contracts and other services to offset the declining revenue and profit from product sales. Unfortunately, the industry has adopted three different terms to...
by Sam Klaidman | Jan 15, 2018 | Growth
Introduction I recently met Joe Barkai, a well-respected Strategist, Keynote Speaker, and Author of The Outcome Economy and the Internet of Things. We had a wonderful 90-minute discussion where we covered many topics, asked and answered many questions, and generally...
by Sam Klaidman | Jan 1, 2018 | Customer Loyalty
I read a lot about architects. I always thought the phrase “God is in the Details” originated from German-born architect Ludwig Mies van der Rohe. I was surprised to learn it is generally attributed to author Gustave Flaubert. In either case, I didn’t create it; it...
by Sam Klaidman | Dec 8, 2017 | Growth
When setting up high-tech hardware service contracts, there are three immutable rules: Set prices based on value-delivered Any discounts must be earned Continuously demonstrate the value of the contract to purchasers. Each of these “rules” will be discussed in this...
