by Sam Klaidman | May 4, 2015 | Customer Value Creation
The key to long-term growth is to create value for your customer. One often-forgotten strategy is to help your customer create value for their customers. In other words, take care of your customer’s customers. It sounds convoluted, but it is a real “value...
by Guest Author | Apr 27, 2015 | Customer Value Creation
Note: This post was written by my fellow CVCI Board of Directors member – Ray Sheen. Ray is the President of Product & Process Innovation. It was posted on April 13, 2015, here. People have used the phrase “a culture of customer-centric value creation.”...
by Sam Klaidman | Apr 20, 2015 | Growth
In a previous post, I discussed how customers buy your products and services because they need the outcomes from using them. I included a brief list of “value from use” attributes but decided to save a special “value proposition” for this post – time. Yes, time is...
by Sam Klaidman | Apr 6, 2015 | Customer Loyalty
This story is about how a great service recovery saved my sanity! When in a hospital, we expect great care from the medical team. What about the behind-the-scenes support folks who have nothing to do with drugs, surgeries, or food service? I have a story to share...
by Sam Klaidman | Mar 23, 2015 | Customer Value Creation
Why customers buy People make purchasing decisions not because they want the products or services but because they need the value derived from using them. Remember the famous Theodore Levitt quote from the 1970’s – “people don’t want a quarter-inch...
by Sam Klaidman | Mar 5, 2015 | Customer Loyalty
For the past seven years, my friend Jon Picoult, Founder & Principal at Watermark Consulting, has demonstrated the connection between CX maturity (CX leaders and laggards) and stock performance. (A complete copy of the study’s results is available here.)
I...
by Sam Klaidman | Feb 23, 2015 | Customer Value Creation
How often should your service contracts be updated? Your products change every year or two. Your customers change their priorities and plans every year. Your company updates its strategic plan annually. If you placed your current service contract next to a...
by Sam Klaidman | Feb 9, 2015 | Customer Value Creation
Businesses want to differentiate themselves from current and future competitors. If you only think about the product, standard components, open source software, and Google Search make that problematic. However, when you add your service business into the equation, you...
by Sam Klaidman | Jan 26, 2015 | Customer Loyalty
Introduction to value-added solutions While on active duty in the Army, I had a sign on my desk that proclaimed, “Protest Against The Rising Tide of Conformity.” Great message – wrong location! The brass struggled to figure me out but put up with me because I...
by Sam Klaidman | Jan 12, 2015 | Customer Value Creation
Introduction According to a recent ATKearney Report, the Medical Device industry has been enjoying a 5 percent average annual growth rate and margins in the 23 to 25 percent range. However, because of fundamental changes in the medical purchasing environment, it is...
