by Sam Klaidman | Jan 14, 2013 | Growth
The importance of creating a competitive advantage In today’s business climate, the only way to grow is to offer your customers more value than your competitors. There are two ways to accomplish this objective: 1) Lowest price and 2) Differentiation based on...
by Sam Klaidman | Jan 3, 2013 | Growth
To maximize organic growth, businesses must acquire new customers and get existing customers to stay with them and buy more products and services. Sounds simple. If it were, though, we wouldn’t hear so much about businesses declaring bankruptcy or planning layoffs....
by Sam Klaidman | Dec 27, 2012 | Customer Loyalty
The growth engine for most businesses is a combination of repeat customers and referrals. Unfortunately, satisfied customers generally do not make referrals. They are easily switched to a new supplier by lower price, better (more convenient) location, coupons, or even...
by Sam Klaidman | Dec 26, 2012 | Customer Loyalty
In December 2012, I wrote a blog post about the need to exceed your customer’s expectations. Since then, I have studied a lot about customer experience (CX) and its impact on business results. To that end, I recently read a very insightful Accenture article that...
by Sam Klaidman | Dec 26, 2012 | Customer Loyalty
One of the challenges facing executives today is having quality information to make informed business decisions. The problem isn’t the lack of data but often the design of the tool used to acquire the data. Executives need to ask themselves a serious question: Am I...
by Sam Klaidman | Dec 8, 2012 | Customer Loyalty
People initiate satisfaction and loyalty tracking programs for one simple reason – they want to know what their customers think. Maybe about their company, products, services, or perceived value being delivered to customers. But, while they may suspect the answers,...
by Sam Klaidman | Dec 8, 2012 | Customer Value Creation
When you read the title of this article, did you ask yourself: Why should I worry about changing my business? I am successful at doing what I’ve always done for customers who will purchase what they always buy. That is precisely the point. Business today is very...
by Sam Klaidman | Oct 22, 2012 | Growth
The service contract is a crucial source of revenue and customer satisfaction in the high-tech world. The seller promises certain benefits to the buyer and has a solid financial reason to honor these promises continuously. The buyer has specific ongoing needs that...
