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Customer Value and Loyalty are Interchangeable and Fragile

Customer Value and Loyalty are Interchangeable and Fragile

by Sam Klaidman | Jan 16, 2024 | Customer Loyalty

Customers buy products and services because they need the outcomes they will receive from owning or using them. When the buyer has a choice, they will buy from the company that delivers the most benefits for the lowest cost. At Middlesex Consulting, we define customer...
15% Can Influence Customer Retention or Churn

15% Can Influence Customer Retention or Churn

by Sam Klaidman | Apr 13, 2023 | Customer Loyalty

During VUCA Times, You Must Influence Customer Retention or Churn This is the opening paragraph of a recent post of mine: We are again living in uncertain times. The name for uncertain times is VUCA, which stands for Volatility, Uncertainty, Complexity, and Ambiguity....
Start with Your Customers When Planning To Grow Your Service Business

Start with Your Customers When Planning To Grow Your Service Business

by Sam Klaidman | Jul 24, 2019 | Growth

A large part of the job of a Service Executive is to grow your service business. This is true even if you are not a profit center, especially if you are one. And the key to successfully growing your business is to focus all your planning efforts on customers and...
Does Your Company Destroy Customer Value?

Does Your Company Destroy Customer Value?

by Sam Klaidman | Oct 20, 2014 | Customer Value Creation

Many bloggers, including me, are writing about how important it is to create customer value. We talk about segmentation, employee engagement, solutions, and value pricing. Unfortunately, we forget about the other side of the coin – things we do to destroy customer...

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