by Sam Klaidman | Jun 17, 2019 | Customer Value Creation
Cost of product failure When your product fails, it costs your customers money, and the longer it remains down, the more it costs them. And sometimes, the customer’s cost is not only money but also customer retention or employee stress. And often, they wish they had a...
by Sam Klaidman | May 28, 2019 | Customer Value Creation
In one of the most memorable scenes from the 1967 movie classic “The Graduate,” Mr. McGuire takes the graduate, Benjamin Braddock, outside to the pool and says to him, “Ben, I want to say one word to you. Just one word: Plastics. There is a great...
by Sam Klaidman | Nov 26, 2018 | Customer Value Creation
Thinking about making it easy to do business with you As service executives, we rarely consider making it easy to do business with us. Instead, we spend lots of time thinking about what we can do to grow our business. We think about improving customer satisfaction,...
by Sam Klaidman | Sep 24, 2018 | Customer Value Creation
Customers only purchase products and services for one reason — to achieve their desired business outcomes (results). Whether we are talking about products or services, large or small, capital or expense, doesn’t matter. As long as they are spending money,...
by Sam Klaidman | Feb 19, 2018 | Customer Value Creation
Why do people buy your products and services? People buy your products because they need the outcomes they get from using them, not because they want to use your service eventually. They traded their cash for your product because they expect the business outcome they...
by Sam Klaidman | Nov 1, 2017 | Customer Value Creation
Note: If you are like me and believe that creating customer value should be the primary focus of a business then jump straight to this post. However, if you believe that focusing primarily on creating shareholder value is the best strategy then read “The Quest For...
