by Sam Klaidman | Jan 13, 2014 | Growth
Recently, a VP of Customer Service friend asked me. “Should field technicians sell service contracts?” I thought it was a good question, so we discussed it. This post is about how the conversation played out. In the high-tech service industry, there are...
by Sam Klaidman | Nov 18, 2013 | Growth
Introduction Customer retention was challenging in the dark ages of automobile manufacturing (think the 70s and 80s). Partly because the manufacturing process included a rework area, this is where cars that did not pass the end-of-line inspection are driven so highly...
by Sam Klaidman | Sep 23, 2013 | Customer Loyalty
How I discovered the need for an annual survey script update I reviewed a transactional survey script at a meeting with a new client. I suppressed the urge to say, “These questions are wimpy. They don’t get to the heart of what customers expect from service delivery...
by Guest Author | Jun 3, 2013 | Customer Loyalty
This is a guest blog by Ashley Verrill, a market analyst at Software Advice who has experience writing about call centers. Introduction Regarding using worker psychology to increase productivity, call centers have commonly used strategies such as gamification to...
by Sam Klaidman | May 6, 2013 | Customer Loyalty
Context is critical, but we often forget about it. Here is why context is so important! When you first meet someone, do you rush to judgment and decide how competent she is? And if you are proven correct, do you generalize her behavior for all circumstances? And do...
