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 | Jul 1, 2013 | Growth
For some unknown reason, when you look up “plans” on Wikipedia, you only get a short story and four interesting quotes: Plans are of little importance, but planning is essential – Winston Churchill Plans are nothing; planning is everything. – Dwight D. Eisenhower No...
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...
by Sam Klaidman | Mar 13, 2013 | Customer Loyalty
We all seem to spend our days either making decisions or sitting in meetings, where we frequently wind up making decisions. We have all the facts we need for many of these decisions or know where to get them. For the rest, we have to make assumptions. In the case of...
by Sam Klaidman | Dec 26, 2012 | Customer Loyalty
One of the challenges facing executives today is having quality information to make informed business decisions. The problem isn’t the lack of data but often the design of the tool used to acquire the data. Executives need to ask themselves a serious question: Am I...
