by Sam Klaidman | Apr 6, 2015 | Customer Loyalty
This story is about how a great service recovery saved my sanity! When in a hospital, we expect great care from the medical team. What about the behind-the-scenes support folks who have nothing to do with drugs, surgeries, or food service? I have a story to share...
by Sam Klaidman | Dec 1, 2014 | Customer Loyalty
In the ongoing relationship your company has with its customers, there are situations where they are stressed-out. The reason is usually because they find themselves in a situation that is important, new to them, and has a perceived high risk of failure. It is during...
by Sam Klaidman | Oct 27, 2014 | Customer Loyalty
A significant factor influencing customer perceptions is the attitude of the people with whom you interact. Meaningful interactions generally result in loyal customers, whether in person, on the phone, or during a chat session, and crap exchange can kill a brand. And...
by Sam Klaidman | Mar 24, 2014 | Customer Loyalty
The need for an empowered employee Assume that the hard drive on your computer crashed. Either a) you had continuously backed up your files to the cloud, or b) you have never backed up your data anywhere. When you call your computer manufacturer’s technical support...
by Sam Klaidman | Dec 9, 2013 | Growth
As we plunge headfirst into the holiday season, many think seriously about gifts for family and maybe close friends. And the constant bombardment on radio, TV, newspapers, and the web about gifts reminded me that your customers also deserve a thank you. But this...
