by Sam Klaidman | Jul 7, 2023 | Customer Value Creation
People from every walk of life have become imprecise when using many words and terms. For example, we “google” everything, yet Google is a company name. It’s the same with Xerox™: it is such a common shorthand for photocopying that we don’t have to explain what we...
by Sam Klaidman | Apr 13, 2023 | Customer Loyalty
During VUCA Times, You Must Influence Customer Retention or Churn This is the opening paragraph of a recent post of mine: We are again living in uncertain times. The name for uncertain times is VUCA, which stands for Volatility, Uncertainty, Complexity, and Ambiguity....
by Sam Klaidman | Feb 15, 2023 | Growth
Ways for Industrial OEMs to Differentiate in the Marketplace When business conditions lead to a decrease in orders, offering prospects more value for their money is important. However, it is almost impossible to create differentiated products and services. Here are...
by Sam Klaidman | Dec 13, 2022 | Customer Loyalty
Your customers buy products like the ones you manufacture because they have a limited number of outcomes they must achieve. Furthermore, you and most of your competitors’ products can deliver these outcomes at approximately the exact cost. The big question is, “Why do...
by Sam Klaidman | May 18, 2022 | Customer Loyalty
Questions Has the number of frustrated, angry, or unhappy customers calling into your business increased? Have your CSAT scores decreased? Are your team’s customer-facing people getting more frustrated than a few years ago? Do you blame this growing frustration on...
