by Sam Klaidman | Sep 30, 2013 | Growth
Recently, a good friend gave me a copy of Design Thinking For Strategic Innovation. I read as far as the fifth paragraph, where the author was describing the effects on business of global interconnectivity, when I came upon this sentence, “We want more, when we want...
by Sam Klaidman | Sep 2, 2013 | Growth
This week I had an introductory meeting with a good friend of a good friend who is a Corporate Council with a passion for Customer Experience. And my friend was correct; Mike Williams is a classy person who understands the service world and gets CX. During our...
by Sam Klaidman | Aug 27, 2013 | Growth
Lost customer If you heard that a good friend was hiking in the local mountains and had gone missing, wouldn’t you offer to help and rescue him? Sure, because that’s what friends do. Why would you not attempt to save a customer who is leaving? They may not be...
by Sam Klaidman | Aug 19, 2013 | Growth
In the world of customer engagement, we usually talk about customer satisfaction and customer loyalty. And I believe there is a higher level of engagement still- customer apostle. So, what’s the difference and who really cares? After I define the three terms, and...
by Sam Klaidman | Jul 22, 2013 | Growth
Introduction Just because you are a sole source supplier with an exclusive contract to provide products or services does not mean you will automatically retain the customer for years. You may continue to provide the current product or service for many years because...
by Sam Klaidman | Jul 15, 2013 | Growth
As we know, segmenting our customers is one of the keys to growing revenues and profits. We also know that when planning your customer’s experiences with your businesses, the ideal segment size is one. That’s right, create experiences designed and...
