by Sam Klaidman | Oct 29, 2018 | Growth
Introduction A corporate executive must understand why customers buy products and related services. Most capital equipment manufacturers have learned that equipment margin contributions are crucial, but aftermarket services margin contributions are at least twice as...
by Guest Author | Feb 15, 2018 | Customer Loyalty
Ruth Winett wrote this article about listening to your customers. Ruth founded Winett Associates, which provides customized business research and writing services to meet your needs, budget, and schedule. She and I worked closely together for about six years,...
by Guest Author | Oct 26, 2015 | Customer Loyalty
Note: This is a guest blog from my friend Adan Ramshaw, Director of Genroe Pty Ltd. in Sydney Australia where he frequently facilitates customer journey map workshops. I have been running customer journey mapping workshops for our clients for many years. In the last...
by Sam Klaidman | Oct 5, 2015 | Customer Loyalty
When I was learning about customer surveys, I was taught that if you do not plan to take action on what you learn from a question, then don’t ask it—it made sense to me. However, now I believe that many people do not use any of the information obtained from...
by Sam Klaidman | Mar 5, 2015 | Customer Loyalty
For the past seven years, my friend Jon Picoult, Founder and Principal at Watermark Consulting, has demonstrated a connection between CX maturity (as measured by CX leaders and laggards) and stock performance.
I recently spent some time thinking about the...
