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...
by Sam Klaidman | Dec 9, 2014 | Growth
Introduction Most businesses recognize the importance of engaged employees yet fail to realize their full potential. They micromanage them, limit their authority, destroy initiative, and treat them like cogs in a gear instead of thinking, creative individuals. And...
by Sam Klaidman | Nov 3, 2014 | Growth
Our white paper, Because I’m The Customer, defined a brand as the sum of all expectations and experiences. This implies that a consistent message and set of experiences will lock in customer loyalty. However, after an incident or two, the memory of these...
by Sam Klaidman | Oct 20, 2014 | Customer Value Creation
Many bloggers, including me, are writing about how important it is to create customer value. We talk about segmentation, employee engagement, solutions, and value pricing. Unfortunately, we forget about the other side of the coin – things we do to destroy customer...
by Sam Klaidman | Sep 29, 2014 | Customer Loyalty
A few weeks ago, I wrote a blog post about making money when customers want to do their on-site service. Then someone kindly pointed me to the subject of Digital Right To Repair (DRTR) and sent me a link to a website that dealt with DRTR and medical instruments. That...
