In this episode of the Everyday Business Problems podcast, Dave Crysler is joined by Sam Klaidman of Middlesex Consulting, a seasoned expert in customer service and aftermarket strategies. Sam brings a wealth of experience from his roles as VP of Customer Service and as a consultant for companies like Corning, Honeywell, and Pfizer. Together, they delve into the often-overlooked aspects of why people buy, focusing on the importance of brand experience, customer satisfaction, and the critical role of aftermarket service. Sam shares practical insights into how companies can align their offerings with customer expectations to create lasting value and strong brand loyalty.
What You'll Discover:
- The key factors that influence why customers choose your brand over others.
- How the concepts of brand, customer service, and aftermarket support interconnect to drive buying decisions.
- The role of customer expectations and how they shape brand perceptions.
- Real-life examples of how companies like Disney optimize customer experiences by understanding what truly matters to their audience.
- The importance of collecting customer feedback through surveys to identify and address service gaps.
- How businesses, regardless of size, can implement effective customer journey mapping to enhance user satisfaction.
- Tips on how to start gathering actionable insights even with limited budgets and resources.
- The significance of addressing both emotional and functional needs of customers to build strong brand loyalty.
