by Sam Klaidman | Jun 15, 2018 | Customer Loyalty
Introduction Warranty expense reduction is probably not part of your job description. But it should be. Here are the top three reasons why service and support executives should own warranty expense reduction. Remember, you are the customer advocate. And warranty...
by Guest Author | Aug 30, 2017 | Customer Loyalty
This post was written by my friend Gary David. A brief biography is at the end of the post. It can be difficult to differentiate between customer satisfaction and customer experience. Such a close relationship can exist between the two that it is easy to think of...
by Sam Klaidman | Mar 20, 2017 | Growth
If you are responsible for growing your service business, you are in Sales. Maybe not product sales, but certainly, you are selling services. Also, you probably depend on the sales organization to initially sell service contracts, other services, and the product. So,...
by Sam Klaidman | Mar 6, 2017 | Customer Loyalty
Introduction to loyalty metrics The Temkin Group is all about loyalty and loves to publish insightful information that is very important and easy to get your head around. They derive this information from what appears to be an endless stream of consumer surveys, and...
by Sam Klaidman | Nov 28, 2016 | Customer Loyalty
Innovation at GE Medical for a Pediatric Hospital Unit About six years ago, nobody said it couldn’t be done. Nobody even knew there was a problem. And so, nobody tried to solve the unknown situation. Then 24-year GE veteran design engineer Doug Dietz got the...
