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 | Jul 10, 2017 | Growth
A Sales, Manufacturing, and Service meeting about a new customer Imagine you head up a large capital equipment manufacturing business’s aftermarket service business. One day you and the head of manufacturing received a meeting invitation from one of the...
by Sam Klaidman | May 1, 2017 | Customer Value Creation
As a service leader we are all trying to improve how we do our jobs. That is just the way we are programmed. And if part or most of our job involves dealing with customers, we then have an extra challenge – figuring out what they are trying to accomplish. Harvard...
by Sam Klaidman | Nov 28, 2016 | Customer Loyalty
Innovation at GE Medical for a Pediatric Hospital Unit About six years ago, nobody said it couldn’t be done. Nobody even knew there was a problem. And so, nobody tried to solve the unknown situation. Then 24-year GE veteran design engineer Doug Dietz got the...
by Sam Klaidman | Sep 12, 2016 | Growth
A few years ago,, I wrote a blog post titled Breaking Old Habits Is Not A Dirty Word – It is A Major Business Imperative. Since then, there have probably been hundreds of business books and who knows how many thousand articles and blog post published on this...
