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...
