Gautam Mahajan

Can Non-Owner Stakeholders Select CEOs to Create Value?

I was in a conversation with Vivek Talwar who had been head of Business Excellence and Chief Culture Officer and Chief Sustainability Officer at TATA Power. He reminded me of the importance of sustainability for our happiness and good health, and for c...

Does Planned Obsolescence Destroy Value?

I wrote in my article on the new normal that Phil Kotler suggested that marketing focus on the more useful and the more necessary than on selling more. In the new normal, I suggested planned obsolescence should be examined, and perhaps more repairs and...

Creating Value and Value Starvation… a Customer Service Mind-Set

Today costs are going up, prices down, so you have to cut costs while giving satisfaction. Do things that the customers want. The cost of mistakes and annoying the customer is significant. It takes money and your time to correct problems you started fo...

How the Pure Profit Motive Destroys Value

For years we have been discussing Value destruction. A prime example of this is given in Francesca Mari’s brilliant article on the cover of New York Times magazine called “A $60 Billion Housing Grab by Wall Street”. You can see it on: https://www.nytim...

Creating Value out of Value Destruction by COVID-19

All of us are suffering from the impact and potential future impact of COVID-19 Corona Virus or COVID-19. Such disruptive events happen often. In public life, it is like a world war, or the financial meltdown in 2008. In private life, loss of a job…

Convert Co-Opportunity to Co-Creation to Give and Get More

The Business Roundtable and Davos both have stated the purpose of a company is to create value, not just shareholder wealth creation. Perhaps we should expand this to co-creation of value which makes more sense than just consume and dispose. Co-creatio...

What is Value Creation and the new Purpose of a Company?

My friend, Dr. Eddie Pinto, who is one of the best medical doctors I know, knowledgeable, up-to-date, caring and concerned about patients wrote to me: #Valuecreation has been happening for 15 years in medicine. It screws the doctor and patient and limi...

Marketers: Reduce Customer Value Deprivation, Grow Your Markets

Customer Value is all about Value creation. This is what we tend to concentrate on: the positive experience, delight, positive Customer Value. We forget that we must pay as much emphasis on value destruction also. Value destruction happens when a product does not work;...

Look at Value Destruction to Create More Value

‘Every act of creation is at first an act of destruction.’ Pablo Picasso Many companies analyse value destruction after the fact. Very few try to assess value destruction potential of a new strategy, a new product, a new technology or even a new hire,...

Why is CX Not Impacting Trust?

CustomerThink has conducted a study on CX and its relevance. They find that the CX index and the CSat index has not gone up in the last few years, but the CX spend has. The question is if CX is so important, and if so...

Are Firms Becoming More Human?

I am writing this article because of potential Value Creation for companies and possible reduction of Customer Value in the future. All of you need to think about this as you plan for the future. First one must accept that firms are really human, though...

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 middle and senior management to think only about the well-being of the company rather than the well-being of those we...

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 to my view on other items. For example, experience is not always necessary for value. A journey is not always...

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 Years, Great Customer Experience does not always mean great business performance. He goes on to say: “The theory says customer experience…

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 Dyer. Attractology isn't just the science of looking good, but having personality traits that make you magnetic. Apart from attracting people…

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 not cost much. Smiling, being courteous, listening to customers, keeping promises, going the extra mile, wanting to help, being on...

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 Zero Defections stating that a 5% increase in Customer retention can increase profits up to 75%. 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 an outstanding Customer expert? You just need to follow a few steps given below. ...

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