by Sam Klaidman | Nov 2, 2013 | Growth
Ever drive down a highway, and suddenly the “Service Engine Soon” icon on your dash lights up? If you are like me, the first thing you think is, “oh, crap,” and the next is, “hope it is not important since I’m late and in the middle...
by Sam Klaidman | Nov 1, 2013 | Growth
Renewal by Andersen This is a tale of what seems like a badly missed opportunity to me. Read on! First, let me confess that I wrote this post in two parts, about two weeks apart. I started writing when I saw this full-page ad on the left in the Boston Globe. Not...
by Sam Klaidman | Oct 7, 2013 | Customer Value Creation
Introduction to best practices Nobody wants to be in a commodity business, yet people always try to copy industry best practices. How do you expect to be different following that strategy? At best, implementing your industry’s best practices will get you in the...
by Sam Klaidman | Sep 30, 2013 | Growth
Recently, a good friend gave me a copy of Design Thinking For Strategic Innovation. I read as far as the fifth paragraph, where the author was describing the effects on business of global interconnectivity, when I came upon this sentence, “We want more, when we want...
by Sam Klaidman | Sep 23, 2013 | Customer Loyalty
How I discovered the need for an annual survey script update I reviewed a transactional survey script at a meeting with a new client. I suppressed the urge to say, “These questions are wimpy. They don’t get to the heart of what customers expect from service delivery...
by Sam Klaidman | Sep 16, 2013 | Customer Loyalty
We’ve all grown up trying to figure out the answer to the age-old question, “Which came first, the chicken or the egg?” Whether you know the answer or not (I don’t), the question has great value in thinking about how you will create positive,...
by Guest Author | Sep 9, 2013 | Customer Loyalty
This is a guest post written by my daughter, Leslie Klaidman I am a loyal Amazon customer. I visit Amazon.com regularly…so much so that I pay for Amazon Prime to get added benefits. For example, I still listening to music on a CD rather than on an iPod or iTunes, so...
by Sam Klaidman | Sep 2, 2013 | Growth
This week I had an introductory meeting with a good friend of a good friend who is a Corporate Council with a passion for Customer Experience. And my friend was correct; Mike Williams is a classy person who understands the service world and gets CX. During our...
by Sam Klaidman | Aug 27, 2013 | Growth
Lost customer If you heard that a good friend was hiking in the local mountains and had gone missing, wouldn’t you offer to help and rescue him? Sure, because that’s what friends do. Why would you not attempt to save a customer who is leaving? They may not be...
by Sam Klaidman | Aug 19, 2013 | Growth
In the world of customer engagement, we usually talk about customer satisfaction and customer loyalty. And I believe there is a higher level of engagement still- customer apostle. So, what’s the difference and who really cares? After I define the three terms, and...
