by Sam Klaidman | Jun 23, 2021 | Customer Loyalty
Kris Oldfield and other FSN authors have told us that the new normal will be a touchless service for many businesses. The customer will interface with the equipment, and the OEM’s technical support team will use AR/MR/VR to help the customer troubleshoot and repair...
by Sam Klaidman | May 12, 2021 | Growth
Do You Have a Challenge Making Important Decisions? Several friends and business associates recently told me, “Sales of my new product or service are not meeting my forecast, and I am nervous.” I quickly discovered they a failure to talk with customers and...
by Sam Klaidman | Apr 8, 2021 | Growth
Let’s start with a simple customer-oriented question. Which is worse, a big failure or a microfailure? What’s the Difference Between a Big Failure and a Microfailure? This question demands a subjective answer. You should not try to quantify the impact of the failure...
by Sam Klaidman | Feb 19, 2021 | Growth
Introduction to Decision-Making According to Clayton Christenson, the late Harvard University Professor and strategy expert, “To find the biggest opportunities in the world, seek out the world’s biggest problems.” This is terrific advice if your goal...
by Sam Klaidman | Jan 14, 2021 | Growth
The world has undoubtedly changed since COVID-19 struck. One thing it did was speed up changes that had been on our radar screen. Now it seems likely that these five trends (in alphabetical order, not necessarily in order of importance) will guide the future of...
