by Sam Klaidman | Mar 23, 2015 | Customer Value Creation
Why customers buy People make purchasing decisions not because they want the products or services but because they need the value derived from using them. Remember the famous Theodore Levitt quote from the 1970’s – “people don’t want a quarter-inch...
by Sam Klaidman | Mar 5, 2015 | Customer Loyalty
For the past seven years, my friend Jon Picoult, Founder & Principal at Watermark Consulting, has demonstrated the connection between CX maturity (CX leaders and laggards) and stock performance. (A complete copy of the study’s results is available here.)
I...
by Sam Klaidman | Feb 23, 2015 | Customer Value Creation
How often should your service contracts be updated? Your products change every year or two. Your customers change their priorities and plans every year. Your company updates its strategic plan annually. If you placed your current service contract next to a...
by Sam Klaidman | Feb 9, 2015 | Customer Value Creation
Businesses want to differentiate themselves from current and future competitors. If you only think about the product, standard components, open source software, and Google Search make that problematic. However, when you add your service business into the equation, you...
by Sam Klaidman | Jan 26, 2015 | Customer Loyalty
Introduction to value-added solutions While on active duty in the Army, I had a sign on my desk that proclaimed, “Protest Against The Rising Tide of Conformity.” Great message – wrong location! The brass struggled to figure me out but put up with me because I...
by Sam Klaidman | Jan 12, 2015 | Customer Value Creation
Introduction According to a recent ATKearney Report, the Medical Device industry has been enjoying a 5 percent average annual growth rate and margins in the 23 to 25 percent range. However, because of fundamental changes in the medical purchasing environment, it is...
by Sam Klaidman | Dec 11, 2014 | Customer Loyalty
I am a left-brain person. I enjoy processes, metrics, and troubleshooting exciting problems. And I was never very focused on the “touchy-feely” side of the business. Then my customer experience (CX) consulting led me to right-brain concepts like customer...
by Sam Klaidman | Dec 10, 2014 | Growth
Customer centricity means that the business revolves around its customers. They make sure that decisions actually help their customers. They make sure that customers know what is happening in the business and are part of decisions. They make sure that the employees...
by Sam Klaidman | Dec 9, 2014 | Growth
Introduction Most businesses recognize the importance of engaged employees yet fail to realize their full potential. They micromanage them, limit their authority, destroy initiative, and treat them like cogs in a gear instead of thinking, creative individuals. And...
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...
