by Sam Klaidman | Aug 1, 2016 | Growth
In Customer Service, we fixate on retaining our key employees. These are usually our customer-facing folks with years of history with our customers and tons of irreplaceable product knowledge. And we think our relationship with our customers makes us all part of a...
by Sam Klaidman | Jul 4, 2016 | Growth
No one can say, “I am a Service Manager,” without reading (and maybe saving) at least one article, blog post, or LinkedIn piece about employee engagement. (A Tweet does not count.) This topic is essential because there is a well-established link between employee...
by Sam Klaidman | Apr 25, 2016 | Customer Loyalty
How I first learned about optimizing three variables When I first became a Vice President of Manufacturing for a start-up in the 1970s, I faced many challenges getting electronic parts and components. Those were the days of a rapid explosion of electronics...
by Sam Klaidman | Mar 7, 2016 | Customer Loyalty
A recent Google search of the term “Customer Journey Maps” (CJM) turned up 5.3 million results. This indicates that journey mapping is widespread and is probably getting more popular every day, So I decided to share some of the limitations of journey mapping with you...
by Guest Author | Dec 28, 2015 | Growth
This is a guest blog by my friend Nick Frank of Service in Industry. Nick is British and I did not Americianize his spelling. WHY THINK ABOUT STARTING A SERVICE TRANSFORMATION By the very nature of their history, engineering and industrial businesses tend to focus on...
