by Sam Klaidman | Sep 15, 2014 | Customer Loyalty
Data is interesting but it has to yield insight to be valuable. One of the tools we use to generate insight is correlation analyzes where we look at two sets of data and see how closely one tracks the other. We then try and figure out which is the driver of the...
by Sam Klaidman | Jul 28, 2014 | Customer Loyalty
In the world of Customer Service and Support, services marketing and customer experience (CX) are individually very valuable (just like peanut butter and jelly). However, when they are combined into one coordinated effort, with the amount of each based on your...
by Sam Klaidman | Jun 23, 2014 | Customer Loyalty
In most B2B service organizations, the key performance indicators (KPIs) are based on reducing customer interaction time or making money. The thinking is that short interaction time means higher customer satisfaction and less cost, which is correct. But eliminating...
by Sam Klaidman | Apr 28, 2014 | Customer Loyalty
In many companies, the field service engineer has the most ongoing influence over her customers. She is their trusted adviser, is expected to make all problems disappear quickly, and is expected to shield the customer from home office mistakes. In the overall scheme...
by Sam Klaidman | Mar 24, 2014 | Customer Loyalty
The need for an empowered employee Assume that the hard drive on your computer crashed. Either a) you had continuously backed up your files to the cloud, or b) you have never backed up your data anywhere. When you call your computer manufacturer’s technical support...
by Sam Klaidman | Feb 17, 2014 | Customer Loyalty
I have always believed that going directly to your customers (i.e., collecting the voice of the customer) for answers to difficult questions is the only way to get the correct answer quickly. For me, this makes incredible sense. How come people continuously make...
