by Guest Author | Apr 27, 2015 | Customer Value Creation
Note: This post was written by my fellow CVCI Board of Directors member – Ray Sheen. Ray is the President of Product & Process Innovation. It was posted on April 13, 2015, here. People have used the phrase “a culture of customer-centric value creation.”...
by Sam Klaidman | Apr 6, 2015 | Customer Loyalty
This story is about how a great service recovery saved my sanity! When in a hospital, we expect great care from the medical team. What about the behind-the-scenes support folks who have nothing to do with drugs, surgeries, or food service? I have a story to share...
by Sam Klaidman | Mar 23, 2015 | Customer Value Creation
Why customers buy People make purchasing decisions not because they want the products or services but because they need the value derived from using them. Remember the famous Theodore Levitt quote from the 1970’s – “people don’t want a quarter-inch...
by Sam Klaidman | Dec 11, 2014 | Customer Loyalty
I am a left-brain person. I enjoy processes, metrics, and troubleshooting exciting problems. And I was never very focused on the “touchy-feely” side of the business. Then my customer experience (CX) consulting led me to right-brain concepts like customer...
by Sam Klaidman | Dec 10, 2014 | Growth
Customer centricity means that the business revolves around its customers. They make sure that decisions actually help their customers. They make sure that customers know what is happening in the business and are part of decisions. They make sure that the employees...
