Gautam Mahajan

Is Value Co-Creation Always Necessary?

Much has been written by experts on value co-creation. Some believe that without co-creation value cannot be provided. I have a view which is similar...

Why McKinsey Says Link the Customer Experience to Value

CX is one aspect of creating value. But in the case of a CVA (Customer Value Added) measurement, the questions are asked of the decision maker, not the user who has been in the transaction.

Are Value Creation and Destruction Two Sides of the Same Coin

Value Destruction: Non Value Added Tasks Destroy Value Companies have many non-value added tasks, processes, events, wastage that are non-value adding. These include starting meetings late (wasting time of many participants waiting for the meeting to s...

Use Customer Value to Fill In the Cracks in Customer Experience

There have been cracks in the CX story. And now there is another article by a CX proponent, Charles Bennett of the Next Ten...

Attractology and Business

"The law of attraction is: You don't attract what you want, you attract what you are," according to American philosopher and author Dr Wayne...

Customer Value Economics: The High Cost of Poor Service

This doesn’t make sense, you think. Doing less cannot cost more. You have to look at the net cost. Many actions that add value do...

Value Creation: CEOs Must Tip the Balance Towards Retention

Curt Fowler wrote in the Moultrie Observer on Driving Growth through Customer Excellence. He quoted HBR in...

5 Steps to Becoming an Outstanding Customer Expert

Many of you are good at being Customer focussed, and are Customer Experts. How can you become...

Become a Customer Expert! Start by Clearing 9 Misconceptions About Customer Value

Many of you are Customer experts, or close to being one. It is a matter of using what you have learnt, and what you...

How Customer Value Can Improve Your Price

If you create the value that the Customer is looking for, and if he perceives that you...

The Big Bang Comes When Business Needs and Customer Necessities Coincide

For a business, there are many tasks that are relevant and many that are necessary from their point of view. There are tasks that...

Using a Customer’s Bill of Rights to Build a Customer Culture

In my last few column articles, we discussed how to measure Customer ...

Co-Create Value with Your Suppliers and Partners

Purchasing professionals are focused on adding value to their companies, and so are sales and marketing professionals selling to them. Both of these professionals, however,...

Are You Adding Value to Employees, So They Can Add Value to Customers?

From my recent posts in my column, you know about Total Customer Value Management, how we add ...

Amazing Amazon slipups: Lessons to be learnt

Amazon has an amazing name for great service and being customeric. So much so that Shep Hyken lauded them. And I have been an admirer,...

Customer-Centric Circles: The Bottom-Led Customer Focus

We studied Customer Strategy in the last article. The Customer Strategy starts a Customer alignment and culture...

From Value Grabbing to Value Creating : Lesson for Leaders

Sage’s Whitepaper: Delivering happiness, giftivism, and conscious capitalism all have common messages, one of which is “give forward.” That is, you Create Value for someone, often...

The Value Co-Creation Platform Welcome to the Platform Economy

The Value Co-Creation model has been in place for some time, yet most companies have not adopted this powerful way of differentiating themselves. Early movers...

How Customer Strategy Relates to Business Strategy and Customer Culture

So far we have focused on the tools of Total Customer Value...

Total Customer Value Management and Customer Culture

So far we have focused on the tools of Customer Value Management, what Customer Value is, how it is measured...

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