by Guest Author | Dec 28, 2015 | Growth
This is a guest blog by my friend Nick Frank of Service in Industry. Nick is British and I did not Americianize his spelling. WHY THINK ABOUT STARTING A SERVICE TRANSFORMATION By the very nature of their history, engineering and industrial businesses tend to focus on...
by Sam Klaidman | Dec 14, 2015 | Customer Loyalty
Introduction We all collect lots of data. We all have financial and operational data; many also conduct satisfaction and loyalty surveys. We tend to look at each data set as a separate entry or as part of a close set like satisfaction and loyalty. Interesting, but the...
by Sam Klaidman | Nov 20, 2015 | Growth
Introduction For many companies, the December holiday coincides with the end of the fiscal year. As we approach this milestone, an important question must be answered: Is your organization successful in maximizing service revenue, and will the CFO and CEO be happy?...
by Sam Klaidman | Nov 16, 2015 | Customer Value Creation
By now, we are all familiar with the challenges of selling services or solutions with “soft” value. The customer wants our assistance quantifying the value, and we want to put our best story forward. However, the “customer” is usually a...
by Guest Author | Oct 26, 2015 | Customer Loyalty
Note: This is a guest blog from my friend Adan Ramshaw, Director of Genroe Pty Ltd. in Sydney Australia where he frequently facilitates customer journey map workshops. I have been running customer journey mapping workshops for our clients for many years. In the last...
by Sam Klaidman | Oct 21, 2015 | Customer Value Creation
This story is about two similar houses for sale in slightly different parts of the same town and two couples searching for their ideal next home. By now, you are scratching your head and asking yourself two questions: Why do I care? Why should I read the rest of this...
by Guest Author | Oct 12, 2015 | Customer Loyalty
Note – This guest post by Dennis Gershowitz was originally posted on 10/1/15 on TSIA’s Inside Technology Services
Background About six weeks ago, I shipped a piece of art via a highly reputable shipper. I will spare you the details of this poor customer experience;...
by Sam Klaidman | Oct 7, 2015 | Growth
If your job description includes creating new services or products that become profitable, you know how hard your job is. You have infinite ways to fail and only a few to succeed. So, let’s explore why you are working so hard. What makes creating new services or...
by Sam Klaidman | Oct 5, 2015 | Customer Loyalty
When I was learning about customer surveys, I was taught that if you do not plan to take action on what you learn from a question, then don’t ask it—it made sense to me. However, now I believe that many people do not use any of the information obtained from...
by Sam Klaidman | Aug 24, 2015 | Customer Value Creation
Today, customers are looking to receive more value from their partners than ever before. The two primary reasons are: Customers are “crazy busy” and need relief because they are drowning in problems, opportunities, issues, and challenges. This relief is...
