by Sam Klaidman | Apr 22, 2020 | Growth
Switching costs, or the costs associated with a buyer changing suppliers, products, or vendor brands, can substantially impact industrial business. While typically calculated in monetary losses, switching costs can also involve lost time and effort investments....
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
What Is The Right-to-Repair Movement? 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. While most right-to-repair...
by Sam Klaidman | Sep 12, 2019 | Growth
In her song “Big Yellow Taxi,” Canadian singer and songwriter Joni Mitchell wrote: Don’t it always seem to go That you don’t know what you’ve got ‘Till it’s gone That’s exactly how people feel when their manufacturing equipment fails. Illustration inspired by The...
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...
