by Sam Klaidman | Aug 9, 2018 | Growth
Collecting and using customer data is the first step in creating products and services that drive improving customers’ desired outcomes. And this is the prerequisite to growing shareholder value. How do we know that data is so important? Deming was a globally...
by Sam Klaidman | Jun 15, 2018 | Customer Loyalty
Introduction Warranty expense reduction is probably not part of your job description. But it should be. Here are the top three reasons why service and support executives should own warranty expense reduction. Remember, you are the customer advocate. And warranty...
by Sam Klaidman | Apr 30, 2018 | Growth
It is the end of April and we are 1/3 of the way through calendar 2018. By now your CFO is relatively certain of two things: Will the business finish out the year by achieving the annual budget? Will the service business finish out the year by achieving the annual...
by Sam Klaidman | Mar 20, 2018 | Growth
Background A few years ago, I wrote a post about innovation at GE Healthcare. I wrote about how a design engineer was on site when a new MRI system was being installed in a pediatric area of a hospital. The engineer saw how scared the very young patients felt about...
by Sam Klaidman | Mar 5, 2018 | Customer Loyalty
Introduction This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Recently, four separate events happened to me, with the result being what I believe is new thinking about how to make a CX...
