by Sam Klaidman | Sep 2, 2013 | Growth
This week I had an introductory meeting with a good friend of a good friend who is a Corporate Council with a passion for Customer Experience. And my friend was correct; Mike Williams is a classy person who understands the service world and gets CX. During our...
by Sam Klaidman | Aug 27, 2013 | Growth
Lost customer If you heard that a good friend was hiking in the local mountains and had gone missing, wouldn’t you offer to help and rescue him? Sure, because that’s what friends do. Why would you not attempt to save a customer who is leaving? They may not be...
by Sam Klaidman | Jul 15, 2013 | Growth
As we know, segmenting our customers is one of the keys to growing revenues and profits. We also know that when planning your customer’s experiences with your businesses, the ideal segment size is one. That’s right, create experiences designed and...
by Sam Klaidman | Jul 8, 2013 | Growth
When we think either about a brand, making a major purchase, or evaluating a business or personal relationship, expectations and experiences are like yin and yang. They travel in opposite directions together; one grows while the other declines. This concept is...
by Sam Klaidman | May 20, 2013 | Growth
Are referrals and references the same? Referrals and references are different. A synonym for referral is “recommendation,” while “testimonial” is a synonym for reference. While the difference may be subtle, it is essential to me. In a business sense, a testimonial is...
