by Sam Klaidman | Jan 6, 2020 | Growth
Introduction In our service businesses, our customers expect us to perform exactly as we (our company, our brand, and our people) promise. This means having a Say:Do ratio of 1! Nothing more and certainly nothing less. Customers are paying us for more than value for...
by Sam Klaidman | Sep 12, 2019 | Growth
Why manufacturing equipment failure is always a big deal Today, almost all manufacturing facilities run lean. While they may not have formal lean programs in place, there are no extras in the building when it comes to having “just in case” tools and...
by Sam Klaidman | May 28, 2019 | Customer Value Creation
In one of the most memorable scenes from the 1967 movie classic “The Graduate,” Mr. McGuire takes the graduate, Benjamin Braddock, outside to the pool and says to him, “Ben, I want to say one word to you. Just one word: Plastics. There is a great...
by Sam Klaidman | Oct 2, 2017 | Growth
Entering a relationship When we start dating a new person, there are four possible outcomes for the relationship: Both mutually decide there is no further interest One of you can choose not to continue the relationship You can enter a long-term relationship until one...
by Sam Klaidman | Jun 12, 2017 | Customer Loyalty
The Apostle model demonstrated the relationship between customer satisfaction and customer loyalty. If you are working in a zone of indifference, your customers are vulnerable to new offers to purchase. When designing your services, products, or customer interaction,...
