by Sam Klaidman | Apr 1, 2013 | Customer Loyalty
A brand exists in the minds of prospects and customers and is heavily influenced by our positive memories. It is the sum of all expectations plus all perceptions of experiences. However, some expectations and experiences no longer remain in our brains because most of...
by Sam Klaidman | Mar 25, 2013 | Growth
You only have one chance to make a first impression. You should start before a prospect becomes a customer because it is difficult for a company to hit the “first impression undo button.” At the same time, while it should be straightforward to make a great...
by Sam Klaidman | Mar 18, 2013 | Customer Value Creation
⬅︎This is not a retention strategy! Every business needs a retention strategy, and every retention strategy needs a differentiator, something that makes your business stand out from the crowd. The differentiator must have long-term value, high barriers to entry, and...
by Sam Klaidman | Mar 13, 2013 | Customer Loyalty
We all seem to spend our days either making decisions or sitting in meetings, where we frequently wind up making decisions. We have all the facts we need for many of these decisions or know where to get them. For the rest, we have to make assumptions. In the case of...
by Sam Klaidman | Mar 11, 2013 | Growth
Why customer churn is a huge deal If you have P&L responsibility, how does customer churn impact your bonus? If you are a multi-product and product + services company, how important is it to know which products or services are no longer being purchased by...
by Sam Klaidman | Feb 25, 2013 | Growth
When I think about customer retention, I think about how we treat our customers. Social media and instantaneous communication mean we all want to be treated as individuals. We hit delete when we see a Dear Sir/Madam email salutation. And yet, we all know and abide...
by Sam Klaidman | Feb 18, 2013 | Growth
About 80% of revenue and profit for most businesses comes from existing customers. For start-ups and fast-growing new businesses, this obviously is not the case. And for many established businesses in slow-growing segments, the percentage can be well over 80%....
by Sam Klaidman | Feb 11, 2013 | Customer Loyalty
Nowadays, every business seems to focus on customer loyalty by measuring and managing their Net Promoter Score®. Individuals at all levels receive a bonus to improve their results every month, quarter, or year. Business units are going down the polo shirt and coffee...
by Sam Klaidman | Jan 21, 2013 | Growth
Note – Although this post is about B2B businesses, there are many B2C’s with the same challenge. In the B2B world, there are two broad categories of products; software and hardware (usually including software); services are unique and typically ongoing, so there...
by Sam Klaidman | Jan 17, 2013 | Growth
While this sounds like a simple question, it should provoke several thoughts that will help you get your arms around this concept, which is critical to the long-term growth of a business. Let’s start with Wikipedia. It defines customer retention as the activity...
