by Sam Klaidman | Jan 6, 2020 | Growth
Introduction In our service businesses, our customers expect us to perform exactly as we (our company, our brand, and our people) promise. This means having a Say:Do ratio of 1! Nothing more and certainly nothing less. Customers are paying us for more than value for...
by Sam Klaidman | Nov 19, 2019 | Customer Loyalty
Introduction When discussing customer satisfaction, we eventually discuss how experiences compare to expectations. The more the two are aligned, the more satisfied and trusting your customers feel. On the other hand, we like to work with companies that...
by Sam Klaidman | Apr 23, 2019 | Customer Loyalty
Every business messes up. Sometimes, it’s product-related; sometimes, it’s due to problematic service. Sometimes, mistakes occur very rarely; sometimes, they (unfortunately) happen very frequently. Because our customers are all human, they understand that companies...
by Sam Klaidman | Nov 26, 2018 | Customer Value Creation
Thinking about making it easy to do business with you As service executives, we rarely consider making it easy to do business with us. Instead, we spend lots of time thinking about what we can do to grow our business. We think about improving customer satisfaction,...
by Sam Klaidman | Jul 16, 2018 | Customer Loyalty
Failing to delegate decisions to your team will kill you, your team, or your business. All these outcomes are terrible! We need to discuss your trust and self-confidence to ensure none of these outcomes occur. Let’s take trust first. Trust You may not...
