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...
by Sam Klaidman | May 12, 2014 | Growth
Why customers (or prospects) contact your business When a customer contacts your business, she has a need or wants; she is not contacting you because she is bored or wants to know the weather in your part of the world. She reaches out to you because she assumes you...
by Sam Klaidman | Apr 14, 2014 | Growth
A visit to an unhappy customer About 25 years ago, when I was in my first VP of Customer Service job, I received a call from our Southeastern Sales Manager. He told me that one of our largest domestic customers was unhappy with my prices for our service contract. He...
by Sam Klaidman | Mar 10, 2014 | Customer Value Creation
Have you ever been certain you knew something and found out you were wrong? That happened to me. Last week, during a discussion with the CEO and the Board Chair of a new client, I was asked, “How long are we required to support our products?” My assignment is to help...
by Sam Klaidman | Jan 20, 2014 | Growth
In The Beginning A Sales and a Service Vice President walked into a bar. They were from a Boston-based high-tech company in the San Francisco Bay area attending Jane’s annual Sales meeting. When they sat down, Jane said to Dick, “Tonight’s meal is on Sales.” Dick was...
