Gautam Mahajan

Don’t waste money on blindly starting loyalty, CJ, CX, CR, or CS programs.

Every day I read that some company has started a new program for Customer Loyalty, or for Customer Journey or for Customer Experience or...

How to get a Service Culture Mind-set?

I recently gave a talk to ISSIP (pronounced IZip and stands for International Society of Service Innovation Professionals) on Service Value Creation. Jim Spohrer...

Loyalty Curves and Value Maps

In my last post, we learnt how Customer Value data correlates to business results. We saw how much of a...

Customer Value Data and Business Results

In previous posts, we learnt how to use data for improvement of the Customer Value we create and for communicating...

Tabulating Customer Value Data in a Usable Manner

When we get data back from the market place, we conduct the analysis and then put it into a format...

Do Unethical Practices Create Or Destroy Value?

Certainly the answer depends on your point of view. And for whom you are trying to create or destroy value. You could be trying...

Customer Value: The Meaning of Data and How to Use It

So far we have learnt how to make attribute trees, and how the market research data or desk study data...

Measuring Value (Customer Value Added)

In the last post we learnt that to understand Customer Value, we have to build a customer’s Waterfall of Needs...

Can Customer Value Change Customer Behaviour and Vice Versa?

The answer to both questions is yes. But as I go through articles on changing behaviour I see very little or no mention of...

C2C: Its Importance

C2C is normally Customer to Customer or Consumer to Consumer, or Citizen to Citizen Contextually, it has meant one citizen selling to another, and a...

Components of Customer Value: How to Build a Waterfall of Needs and Attribute Trees

An easy way to understand Customer Value is to build an attribute tree to illustrate the components of Customer Value. Customer Value normally breaks...

Loyalty: Real or Fiction?

Dictionary meaning of Loyalty: unswerving in allegiance I keep reading loyalty is wonderful and how Customers are loyal or can be made to be loyal. And...

What is Customer Value and How Can You Create It?

Value has many different meanings. To some Value means price (what is the value of this car?) to others it...

The One Way Send: Receive is Only for Payments!

Have you noticed when dealing with companies, especially through the e-media, the company can get in touch with you? They...

8 Myths About Customer Value

Here are some common ideas posted in blogs, and what is factually correct 1. Satisfaction is the...

Flawed Assumptions

I have been reading research saying NPS and CSat both correlate to retention. I find the studies...

The Customer Department

Value Creation is all about how it impacts CEO thinking on short term vs long term, and how he can add value to customers,...

Outsourcing our Customers without realising it: 5 Ways to Handle Outsourced Customers

Outsource the Customer. How stupid. Yes, all of us know we outsource many parts of our business (from call centres, to billing, to market...

How Customer Value Management Increases Both Customer and Company Value

There is has been much talk about giving away too much to the Customer to the detriment of the Company. Companies should be Customer-centric...

Are Companies Loyal?

I came across a cartoon at Economic Times, which showed two executives speaking and one saying: It’s...

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