by Sam Klaidman | Sep 8, 2014 | Growth
When your employees are truly empowered, they put their heart and soul into taking care of your customers while making sure they do no harm to your business. Wouldn’t having a team like that make it easier for you to fall asleep at night? What makes an empowered...
by Sam Klaidman | Sep 1, 2014 | Customer Value Creation
Definition of Customer Value We define customer value as the tangible and experiential (emotional) net improvements (benefits minus costs) to customer outcomes resulting from using or owning the supplier’s products and services, compared to all alternatives. You must...
by Sam Klaidman | Jun 9, 2014 | Customer Value Creation
Value is the driver of customer retention and growth My friend Doug Morse says, “The value of a product or service is only in its intended purpose.” I further believe that: Value is expressed in currency units like $’s. Value is not created until the buyer starts...
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 | Apr 28, 2014 | Customer Loyalty
In many companies, the field service engineer has the most ongoing influence over her customers. She is their trusted adviser, is expected to make all problems disappear quickly, and is expected to shield the customer from home office mistakes. In the overall scheme...
