Gautam Mahajan: Customer Value Creation
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...
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...
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...
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...