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 when it comes to Field Service. Here is the real story! In the coming months and years, your organization will likely implement a...
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...
by Sam Klaidman | Aug 28, 2019 | Customer Loyalty
By now, virtually everyone involved in industrial business knows that artificial intelligence, the Internet of Things, machine learning, and virtual reality are disrupting the business landscape. However, we tend to overlook how these enterprise technologies are...
