by Sam Klaidman | Jul 14, 2014 | Growth
In my post last week, I said that the #1 reason that customer service contract revenue is declining if “Your value proposition no longer works for your customers.” Then I had a vigorous discussion with Ravi Deva in the LinkedIn Warranty Innovations Group. Here...
by Sam Klaidman | May 26, 2014 | Growth
Remember the old expression, “You only get one chance to make a first impression”? Well, it is still valid with both employees and customers. While the steps to successful on-boarding are different for each, the success of this process is critical to forming...
by Sam Klaidman | May 12, 2014 | Growth
Why customers (or prospects) contact your business When a customer contacts your business, she has a need or wants; she is not contacting you because she is bored or wants to know the weather in your part of the world. She reaches out to you because she assumes you...
by Sam Klaidman | Mar 31, 2014 | Growth
This post describes what happens when someone is not satisfied with Consistent Experiences. Imagine driving to work on Monday on the same route you have driven for five years. You see a traffic light change from green to yellow, and for a split second, you think about...
by Sam Klaidman | Feb 2, 2014 | Customer Loyalty
We interact face-to-face or remotely when we deal with any business for any reason. Sometimes we have a choice, sometimes, we are enticed to use a particular channel, and sometimes we have no choice. In every case, however, we expect the outcome of the interaction not...
