Gautam Mahajan: Customer Value Creation

Are You a Value Maker or a Value Taker?

I am writing this in CustomerThink because I want readers to think about the future. And not be like me, when I was in...

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.

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...

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

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

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 ...

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...

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...

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...

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...

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