by Sam Klaidman | Apr 30, 2013 | Customer Loyalty
When Jeff Bezos founded Amazon in 1994, it was to be a customer-centric online bookstore. My how it has grown, diversified, and prospered. A piece of this incredible story can be found in Amazon’s 2012 Letter to Shareholders, released on April 12, 2012. Where to...
by Sam Klaidman | Mar 25, 2013 | Growth
You only have one chance to make a first impression. You should start before a prospect becomes a customer because it is difficult for a company to hit the “first impression undo button.” At the same time, while it should be straightforward to make a great...
by Sam Klaidman | Feb 25, 2013 | Growth
When I think about customer retention, I think about how we treat our customers. Social media and instantaneous communication mean we all want to be treated as individuals. We hit delete when we see a Dear Sir/Madam email salutation. And yet, we all know and abide...
by Sam Klaidman | Dec 26, 2012 | Customer Loyalty
One of the challenges facing executives today is having quality information to make informed business decisions. The problem isn’t the lack of data but often the design of the tool used to acquire the data. Executives need to ask themselves a serious question: Am I...
by Sam Klaidman | Dec 8, 2012 | Customer Value Creation
When you read the title of this article, did you ask yourself: Why should I worry about changing my business? I am successful at doing what I’ve always done for customers who will purchase what they always buy. That is precisely the point. Business today is very...
