by Sam Klaidman | Feb 13, 2020 | Growth
Brief excerpt The three types of post-shipment that are extremely valuable for cost reduction and repeat business are: Warranty data Customer feedback data (surveys and random comments) Technical support and field service notes and records This article first appeared...
by Sam Klaidman | Dec 17, 2019 | Growth
The right-to-repair movement includes all the different ways equipment and consumer goods owners fight back against OEM’s aftermarket service policies that excessively burden their maintenance costs. In general, people do not connect right to repair with high...
by Sam Klaidman | Sep 12, 2019 | Growth
Why manufacturing equipment failure is always a big deal Today, almost all manufacturing facilities run lean. While they may not have formal lean programs in place, there are no extras in the building when it comes to having “just in case” tools and...
by Sam Klaidman | Sep 10, 2019 | Growth
The opening line of Charles Dickens’ “Tale of Two Cities” is “It was the best of times, it was the worst of times.” Another famous, and more contemporary, quote is “When life gives you lemons, make lemonade.” What do these two sentences have to do with service growth...
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...
