by Sam Klaidman | Jun 5, 2023 | Customer Loyalty
Every business has customers who buy, use, or resell the products they purchase from you. These people all have a say in whether their company will continue to buy products from you. Also, they expect how your products and your team should interact with their teams....
by Sam Klaidman | Jun 15, 2021 | Customer Value Creation
Continuous improvement processes can follow two distinct paths: Internal productivity improvement or external customer value creation. Since both approaches will yield significant benefits, it is not advisable to choose between both outcomes, yet many companies...
by Sam Klaidman | Apr 20, 2021 | Customer Loyalty
The pandemic still has the world in its grip, but it becomes looser as vaccinations become more widespread. We see signs of increased hiring and manufacturing output in some developed countries. And increasing manufacturing output means more demand for field service...
by Sam Klaidman | Mar 22, 2021 | Customer Loyalty
In 1988 Michael R. Mantell wrote the book “Don’t Sweat the Small Stuff…and it’s all Small Stuff.” Now we know that Mantell was wrong when it comes to Field Service. Here is the real story! In the coming months and years, your organization will likely implement a...
by Sam Klaidman | Apr 24, 2019 | Customer Loyalty
Many business leaders link performance pay (employee’s variable compensation) to satisfaction or loyalty survey results to improve the customer experience provided by their company or to game the survey results. Why you should not automatically link performance pay...