by Sam Klaidman | Apr 1, 2013 | Customer Loyalty
A brand exists in the minds of prospects and customers and is heavily influenced by our positive memories. It is the sum of all expectations plus all perceptions of experiences. However, some expectations and experiences no longer remain in our brains because most of...
by Sam Klaidman | Mar 18, 2013 | Customer Value Creation
⬅︎This is not a retention strategy! Every business needs a retention strategy, and every retention strategy needs a differentiator, something that makes your business stand out from the crowd. The differentiator must have long-term value, high barriers to entry, and...
by Sam Klaidman | Jan 14, 2013 | Growth
The importance of creating a competitive advantage In today’s business climate, the only way to grow is to offer your customers more value than your competitors. There are two ways to accomplish this objective: 1) Lowest price and 2) Differentiation based on...
by Sam Klaidman | Dec 27, 2012 | Customer Loyalty
The growth engine for most businesses is a combination of repeat customers and referrals. Unfortunately, satisfied customers generally do not make referrals. They are easily switched to a new supplier by lower price, better (more convenient) location, coupons, or even...
by Sam Klaidman | Dec 26, 2012 | Customer Loyalty
In December 2012, I wrote a blog post about the need to exceed your customer’s expectations. Since then, I have studied a lot about customer experience (CX) and its impact on business results. To that end, I recently read a very insightful Accenture article that...
