by Sam Klaidman | Apr 6, 2015 | Customer Loyalty
This story is about how a great service recovery saved my sanity! When in a hospital, we expect great care from the medical team. What about the behind-the-scenes support folks who have nothing to do with drugs, surgeries, or food service? I have a story to share...
by Sam Klaidman | Mar 5, 2015 | Customer Loyalty
For the past seven years, my friend Jon Picoult, Founder and Principal at Watermark Consulting, has demonstrated a connection between CX maturity (as measured by CX leaders and laggards) and stock performance.
I recently spent some time thinking about the...
by Sam Klaidman | Jan 26, 2015 | Customer Loyalty
Introduction to value-added solutions While on active duty in the Army, I had a sign on my desk that proclaimed, “Protest Against The Rising Tide of Conformity.” Great message – wrong location! The brass struggled to figure me out but put up with me because I...
by Sam Klaidman | Dec 11, 2014 | Customer Loyalty
I am a left-brain person. I enjoy processes, metrics, and troubleshooting exciting problems. And I was never very focused on the “touchy-feely” side of the business. Then my customer experience (CX) consulting led me to right-brain concepts like customer...
by Sam Klaidman | Dec 1, 2014 | Customer Loyalty
In the ongoing relationship your company has with its customers, there are situations where they are stressed-out. The reason is usually because they find themselves in a situation that is important, new to them, and has a perceived high risk of failure. It is during...
by Sam Klaidman | Oct 27, 2014 | Customer Loyalty
A significant factor influencing customer perceptions is the attitude of the people with whom you interact. Meaningful interactions generally result in loyal customers, whether in person, on the phone, or during a chat session, and crap exchange can kill a brand. And...
