by Sam Klaidman | May 6, 2013 | Customer Loyalty
Context is critical, but we often forget about it. Here is why context is so important! When you first meet someone, do you rush to judgment and decide how competent she is? And if you are proven correct, do you generalize her behavior for all circumstances? And do...
by Sam Klaidman | Apr 30, 2013 | Customer Loyalty
When Jeff Bezos founded Amazon in 1994, it was to be a customer-centric online bookstore. My how it has grown, diversified, and prospered. A piece of this incredible story can be found in Amazon’s 2012 Letter to Shareholders, released on April 12, 2012. Where to...
by Sam Klaidman | Mar 11, 2013 | Growth
Why customer churn is a huge deal If you have P&L responsibility, how does customer churn impact your bonus? If you are a multi-product and product + services company, how important is it to know which products or services are no longer being purchased by...
by Sam Klaidman | Jan 17, 2013 | Growth
While this sounds like a simple question, it should provoke several thoughts that will help you get your arms around this concept, which is critical to the long-term growth of a business. Let’s start with Wikipedia. It defines customer retention as the activity...
by Sam Klaidman | Dec 8, 2012 | Customer Value Creation
When you read the title of this article, did you ask yourself: Why should I worry about changing my business? I am successful at doing what I’ve always done for customers who will purchase what they always buy. That is precisely the point. Business today is very...
