by Sam Klaidman | Feb 17, 2014 | Customer Loyalty
I have always believed that going directly to your customers (i.e., collecting the voice of the customer) for answers to difficult questions is the only way to get the correct answer quickly. For me, this makes incredible sense. How come people continuously make...
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 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 | Aug 19, 2013 | Growth
In the world of customer engagement, we usually talk about customer satisfaction and customer loyalty. And I believe there is a higher level of engagement still- customer apostle. So, what’s the difference and who really cares? After I define the three terms, and...
by Sam Klaidman | Jul 22, 2013 | Growth
Introduction Just because you are a sole source supplier with an exclusive contract to provide products or services does not mean you will automatically retain the customer for years. You may continue to provide the current product or service for many years because...
