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...
by Sam Klaidman | Aug 5, 2021 | Growth
The Great Resignation, combined with the Silver Tsunami, will challenge all of us who are responsible for building and maintaining our organizations! Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver tsunami....
by Sam Klaidman | Mar 22, 2021 | Customer Loyalty
In 1988, Michael R. Mantell wrote the book “Don’t Sweat the Small Stuff…and it’s all Small Stuff.” Now we know that Mantell was wrong about Field Service. That is because failure to set achievable expectations will have major negative business outcomes. Here is the...
by Sam Klaidman | Aug 3, 2020 | Customer Loyalty
Introduction As many businesses plan their post-COVID future, they re-evaluate the companies they buy from. The buyers are looking for several improvements, including: Lower costs Better quality Shorter delivery Innovative products and services More resilient...
by Sam Klaidman | Jul 16, 2020 | Growth
This article will explain why customer success works well for product companies. Customer success is a synonym for customer value creation. People buy products and services for one reason: They need the value they will get from purchasing and using what you are...
