by Sam Klaidman | Apr 20, 2021 | Customer Loyalty
Many businesses feel their brand is under attack because they changed the experiences they deliver because of COVID-19. The pandemic still has the world in its grip, but it becomes looser as vaccinations become more widespread. We see signs of increased hiring and...
by Sam Klaidman | Mar 22, 2021 | Customer Loyalty
In 1988, Michael R. Mantell wrote the book “Don’t Sweat the Small Stuff…and it’s all Small Stuff.” Now we know that Mantell was wrong about Field Service. That is because failure to set achievable expectations will have major negative business outcomes. Here is the...
by Sam Klaidman | Oct 16, 2020 | Customer Loyalty
Customer Journey Maps (CSM) and Customer Success (CS) teams are tools you should use to help grow your product and service business. This is critical because products are becoming commodities, and customers look to aftermarket services to differentiate their...
by Sam Klaidman | Aug 3, 2020 | Customer Loyalty
Introduction As many businesses plan their post-COVID future, they re-evaluate the companies they buy from. The buyers are looking for several improvements, including: Lower costs Better quality Shorter delivery Innovative products and services More resilient...
by Sam Klaidman | Mar 11, 2020 | Customer Loyalty
Everyone wants outcomes that are better, faster, and cheaper. We all look at Amazon and see how they sell and deliver virtually everything overnight – or, in some locations, even within two hours! With extremely low prices, fast shipping, nearly unmatched product...
by Sam Klaidman | Nov 19, 2019 | Customer Loyalty
Introduction When discussing customer satisfaction, we eventually discuss how experiences compare to expectations. The more the two are aligned, the more satisfied and trusting your customers feel. On the other hand, we like to work with companies that...
