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...
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...
by Sam Klaidman | Nov 18, 2013 | Growth
Introduction Customer retention was challenging in the dark ages of automobile manufacturing (think the 70s and 80s). Partly because the manufacturing process included a rework area, this is where cars that did not pass the end-of-line inspection are driven so highly...
by Sam Klaidman | Nov 11, 2013 | Growth
Today, everyone wants to be treated as an individual. That being said, does B2B or B2C matter? My answer is that it does not matter most often, but sometimes it does. And those “sometimes” are what make relationship management a real challenge. When does B2B or B2C...
by Sam Klaidman | Sep 30, 2013 | Growth
Recently, a good friend gave me a copy of Design Thinking For Strategic Innovation. I read as far as the fifth paragraph, where the author was describing the effects on business of global interconnectivity, when I came upon this sentence, “We want more, when we want...
