Profile

Professional summary

Sam Klaidman is the Principal Adviser at Middlesex Consulting. He applies the methodologies and techniques associated with the Services Marketing and Customer Experience professions to assist his clients achieve their growth objectives by designing and commercializing new value-added services and the associated business transformations.

In addition to a 20 year successful career as a leader of two high-tech, B2B, Customer Service organizations, Sam also utilizes

Engagement overview

We assess the state of the service operation and its relationship to the rest of the business.. We focus on the readiness to serve.  We then look at product installed base and sales forecasts, markets, etc.  Finally, we interview customers to determine the importance of service attributes and turn this information into actionable insight for the service group and total business.

Clients

Some past clients are-

• Oxford Instruments
• Malvern
• Alfa Wassermann Diagnostic Technologies
• Anritsu

Insights

Great question.

I believe that in many cases (or many products) the customers do not want to interact with the service personnel at all; they want the outcome. Think about how often you book an airline flight on-line and how infrequently you speak to a live operator! This requires designing the products from the start for self service. The designers should be knowledgeable in "design thin... Read more