by Sam Klaidman | Oct 7, 2013 | Customer Value Creation
Introduction to best practices Nobody wants to be in a commodity business, yet people always try to copy industry best practices. How do you expect to be different following that strategy? At best, implementing your industry’s best practices will get you in the...
by Sam Klaidman | Sep 23, 2013 | Customer Loyalty
How I discovered the need for an annual survey script update I reviewed a transactional survey script at a meeting with a new client. I suppressed the urge to say, “These questions are wimpy. They don’t get to the heart of what customers expect from service delivery...
by Sam Klaidman | Sep 16, 2013 | Customer Loyalty
We’ve all grown up trying to figure out the answer to the age-old question, “Which came first, the chicken or the egg?” Whether you know the answer or not (I don’t), the question has great value in thinking about how you will create positive,...
by Sam Klaidman | Jun 17, 2013 | Customer Loyalty
When analyzing customer feedback, three considerations must be top of mind: the value of information declines with time, each individual speaks for many people, and don’t look at your data without seriously considering the best way(s) to first segment the respondents....
by Sam Klaidman | Mar 13, 2013 | Customer Loyalty
We all seem to spend our days either making decisions or sitting in meetings, where we frequently wind up making decisions. We have all the facts we need for many of these decisions or know where to get them. For the rest, we have to make assumptions. In the case of...
