by Sam Klaidman | Mar 24, 2014 | Customer Loyalty
The need for an empowered employee Assume that the hard drive on your computer crashed. Either a) you had continuously backed up your files to the cloud, or b) you have never backed up your data anywhere. When you call your computer manufacturer’s technical support...
by Sam Klaidman | Mar 16, 2014 | Growth
When servicing your company’s products, your customer has only three choices – you (either directly or through an authorized service channel), an independent service provider, and in-house service. In most cases, there are only two viable alternatives – you and them...
by Sam Klaidman | Mar 10, 2014 | Customer Value Creation
Have you ever been certain you knew something and found out you were wrong? That happened to me. Last week, during a discussion with the CEO and the Board Chair of a new client, I was asked, “How long are we required to support our products?” My assignment is to help...
by Sam Klaidman | Mar 3, 2014 | Growth
When strategizing on revenue growth, success requires outside-the-box thinking. If everyone is shooting for the same goal and frequently goes into coast mode when they achieve that level, then eventually, everyone will do the same things, and no one will have a...
by Sam Klaidman | Feb 17, 2014 | Customer Loyalty
I have always believed that going directly to your customers (i.e., collecting the voice of the customer) for answers to difficult questions is the only way to get the correct answer quickly. For me, this makes incredible sense. How come people continuously make...
by Sam Klaidman | Feb 10, 2014 | Customer Loyalty
When you start to design a customer feedback survey program, you will potentially fall prey to “death by bias.” Biases will taint your survey results. Sometimes a particular bias matters, and sometimes it doesn’t. You should be aware of and understand the biases that...
by Sam Klaidman | Feb 2, 2014 | Customer Loyalty
We interact face-to-face or remotely when we deal with any business for any reason. Sometimes we have a choice, sometimes, we are enticed to use a particular channel, and sometimes we have no choice. In every case, however, we expect the outcome of the interaction not...
by Sam Klaidman | Jan 20, 2014 | Growth
In The Beginning A Sales and a Service Vice President walked into a bar. They were from a Boston-based high-tech company in the San Francisco Bay area attending Jane’s annual Sales meeting. When they sat down, Jane said to Dick, “Tonight’s meal is on Sales.” Dick was...
by Sam Klaidman | Jan 13, 2014 | Growth
Recently, a VP of Customer Service friend asked me. “Should field technicians sell service contracts?” I thought it was a good question, so we discussed it. This post is about how the conversation played out. In the high-tech service industry, there are...
by Sam Klaidman | Dec 30, 2013 | Growth
Everyone knows that “what gets measured gets done.” This goes double for selling anything, including service contracts. However, before we start looking at the essential contract-selling metrics, let’s first look at the service contract sales process and the...
