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...
by Sam Klaidman | May 20, 2013 | Growth
Are referrals and references the same? Referrals and references are different. A synonym for referral is “recommendation,” while “testimonial” is a synonym for reference. While the difference may be subtle, it is essential to me. In a business sense, a testimonial is...
by Sam Klaidman | May 6, 2013 | Customer Loyalty
Context is critical, but we often forget about it. Here is why context is so important! When you first meet someone, do you rush to judgment and decide how competent she is? And if you are proven correct, do you generalize her behavior for all circumstances? And do...
by Sam Klaidman | Apr 30, 2013 | Customer Loyalty
When Jeff Bezos founded Amazon in 1994, it was to be a customer-centric online bookstore. My how it has grown, diversified, and prospered. A piece of this incredible story can be found in Amazon’s 2012 Letter to Shareholders, released on April 12, 2012. Where to...
by Sam Klaidman | Apr 22, 2013 | Growth
Doesn’t this equation seem logical? Churn rate + Retention Rate = 100%. After all, your customers either stay (retention) or leave (churn). Unfortunately, the answer is NO. And that is because each term measures something different. Let me explain. Calculating...
by Sam Klaidman | Apr 15, 2013 | Growth
Remember the auto industry? You know, the one that almost died in the U.S. in the 2007-2008 recession. The good news is that it is alive, well, and innovative. In this post, I will look at two premium auto lines, BMW and Lincoln, which identified and adopted...
by Sam Klaidman | Apr 8, 2013 | Customer Loyalty
Before prospects become customers, they only have expectations about your products, services, and what it will be like working with your company. When they convert, real-life experiences quickly replace these expectations. However, your customers will still be...
