by Sam Klaidman | Jul 29, 2013 | Customer Loyalty
When you think about customer retention, you must work your butt off to get “top box” results on your structured feedback, i.e., surveys. And when you get verbatim feedback (unstructured comments), you must try and earn comments like “best,” “greatest,” “amazing,” and...
by Sam Klaidman | Jul 22, 2013 | Growth
Introduction Just because you are a sole source supplier with an exclusive contract to provide products or services does not mean you will automatically retain the customer for years. You may continue to provide the current product or service for many years because...
by Sam Klaidman | Jul 15, 2013 | Growth
As we know, segmenting our customers is one of the keys to growing revenues and profits. We also know that when planning your customer’s experiences with your businesses, the ideal segment size is one. That’s right, create experiences designed and...
by Sam Klaidman | Jul 8, 2013 | Growth
When we think either about a brand, making a major purchase, or evaluating a business or personal relationship, expectations and experiences are like yin and yang. They travel in opposite directions together; one grows while the other declines. This concept is...
by Sam Klaidman | Jul 1, 2013 | Growth
For some unknown reason, when you look up “plans” on Wikipedia, you only get a short story and four interesting quotes: Plans are of little importance, but planning is essential – Winston Churchill Plans are nothing; planning is everything. – Dwight D. Eisenhower No...
by Sam Klaidman | Jun 24, 2013 | Growth
Segmentation is the key to making meaningful improvements in obtaining actionable insights. This means collecting and analyzing data in ways that allow you to create and implement improvement plans that make or save money. The solution is to divide the data into...
by Sam Klaidman | Jun 17, 2013 | Customer Loyalty
When analyzing customer feedback, three considerations must be top of mind: the value of information declines with time, each individual speaks for many people, and don’t look at your data without seriously considering the best way(s) to first segment the respondents....
by Sam Klaidman | Jun 10, 2013 | Growth
When we think of “brand,” we think about the Proctor & Gamble version. People plan every aspect of the product, packaging, pricing, distribution, and communication; all the internal areas a brand manager can control. But that is not what a brand is all about. As...
by Guest Author | Jun 3, 2013 | Customer Loyalty
This is a guest blog by Ashley Verrill, a market analyst at Software Advice who has experience writing about call centers. Introduction Regarding using worker psychology to increase productivity, call centers have commonly used strategies such as gamification to...
by Sam Klaidman | May 27, 2013 | Customer Loyalty
If you google “corporate social responsibility,” you will receive almost 25 million hits. It seems as if every corporation has jumped on this bandwagon. Recently I had dealings with two businesses that practice what they preach and have great products. The...
