Customer valuation starvation can kill prevention and cure /
Customer value starvation is a common disease in companies, both small and large -- which is difficult to diagnose. It is a silent killer, like many cancers. By the time it is diagnosed, it is generally late, sometimes, too late! Mahajan and Vieira have put their expertise together to show how compa...
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| Format: | Electronic eBook |
| Language: | English |
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New York :
Business Expert Press,
2021.
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| Edition: | First edition. |
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| Online Access: | Full text (Wentworth users only) |
Table of Contents:
- Section 1. Understanding value terminology. Customer value and value starvation ; Measuring value (customer value added) and the cost of customer value starvation ; Look at value destruction as an opportunity to create more value ; Common ways in which customer value starvation is created ; One way send: receive is only for payments! ; Learning value from people on the street
- Section 2. Customer value thinking. When will we ever learn: why the revolutionin corporate complaint handling has failed so far ; Customer value starvation and business thinking ; Who the hell Is the customer? ; Value destruction and zero complaints ; When zero defects are the norm, why not zero customer complaints? ; Reflections on customer value starvation ; Are assumptions hurting your brand? ; Building a customer-centric organization
- Section 3. Examples of customer value starvation. The good (customer value creation) and the ugly (customer value starvation) ; Observations of customer value starvation
- at home ; Observations of customer value starvation
- outside the home
- Section 4. Customer value starvation and companies. Are older and established organizations better at avoiding customer value starvation? ; The critical role of follow-up to prevent customer value starvation ; What a pleasant surprise ; Avoid customer value starvation with relationship marketing ; Customer rage ; Value starvation and ethics ; Learnings from value creation
- four types of companies ; Are firms becoming more human? ; Can customer value starvation make us Mona Shaws?
- Section 5. Discussion and conclusion.