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 & Principal at Watermark Consulting, has demonstrated the connection between CX maturity (CX leaders and laggards) and stock performance. (A complete copy of the study’s results is available here.)
I...
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...
