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...
by Sam Klaidman | Apr 24, 2019 | Customer Loyalty
Many business leaders link performance pay (employee’s variable compensation) to satisfaction or loyalty survey results to improve the customer experience provided by their company or to game the survey results. Why you should not automatically link performance pay...
by Sam Klaidman | Apr 23, 2019 | Customer Loyalty
Every business messes up. Sometimes, it’s product-related; sometimes, it’s due to problematic service. Sometimes, mistakes occur very rarely; sometimes, they (unfortunately) happen very frequently. Because our customers are all human, they understand that companies...
by Sam Klaidman | Mar 11, 2019 | Customer Loyalty
Recently, I read a fascinating article, “CX Metrics Aren’t Customer-Centric, But Should Be. Learn How,” by Peter Fader and Sarah E. Toms. The authors show how combining customer switching costs with CX metrics and then looking at the results on a...
by Sam Klaidman | Jul 16, 2018 | Customer Loyalty
Failing to delegate decisions to your team will kill you, your team, or your business. All these outcomes are terrible! We need to discuss your trust and self-confidence to ensure none of these outcomes occur. Let’s take trust first. Trust You may not...
