by Sam Klaidman | Apr 24, 2019 | Customer Loyalty
Many business leaders link performance pay (employee’s variable compensation) to satisfaction or loyalty survey results to improve the customer experience provided by their company or to game the survey results. Why you should not automatically link performance pay...
by Sam Klaidman | Jan 1, 2018 | Customer Loyalty
I read a lot about architects. I always thought the phrase “God is in the Details” originated from German-born architect Ludwig Mies van der Rohe. I was surprised to learn it is generally attributed to author Gustave Flaubert. In either case, I didn’t create it; it...
by Sam Klaidman | Jan 23, 2017 | Growth
Most Field Service organizations closely monitor their first-time fix rate (FTFR), which Aberdeen defines as: “The resolution of a work order/customer issue on the first service visit. Any repeat visit, secondary truck roll, or service call cannot be for the...
by Sam Klaidman | Oct 11, 2016 | Growth
Does your company have internal partners for B2B success? Is this the way your company operates? Are Marketing, Sales, and Service internal partners of B2B success? Are they singing from the same sheet of music? Do the three groups make great music together, or do...
by Sam Klaidman | Dec 14, 2015 | Customer Loyalty
Introduction We all collect lots of data. We all have financial and operational data; many also conduct satisfaction and loyalty surveys. We tend to look at each data set as a separate entry or as part of a close set like satisfaction and loyalty. Interesting, but the...
