by Sam Klaidman | Jul 27, 2015 | Growth
I had no competition when I started selling my company’s service contracts. Our products were mission-critical, and most of our customer’s policies were to buy the OEM’s service contract. Hitting quota was easy! Competitors Today things are...
by Sam Klaidman | Apr 6, 2015 | Customer Loyalty
This story is about how a great service recovery saved my sanity! When in a hospital, we expect great care from the medical team. What about the behind-the-scenes support folks who have nothing to do with drugs, surgeries, or food service? I have a story to share...
by Sam Klaidman | Dec 1, 2014 | Customer Loyalty
In the ongoing relationship your company has with its customers, there are situations where they are stressed-out. The reason is usually because they find themselves in a situation that is important, new to them, and has a perceived high risk of failure. It is during...
by Sam Klaidman | Oct 20, 2014 | Customer Value Creation
Many bloggers, including me, are writing about how important it is to create customer value. We talk about segmentation, employee engagement, solutions, and value pricing. Unfortunately, we forget about the other side of the coin – things we do to destroy customer...
by Sam Klaidman | Jun 16, 2014 | Growth
Corporate culture describes and governs the ways a company’s employees think, feel, and act. Sometimes the culture makes the business customer-centric (e.g., Zappos and Disney), and sometimes it focuses on employee compensation (think AIG during the Great...
