Designing and Delivering Superior Customer Value: Concepts, Cases and Applications / Edition 1

Designing and Delivering Superior Customer Value: Concepts, Cases and Applications / Edition 1

by Art Weinstein, William C. Johnson, William C. Johnson
     
 

Great companies don't just satisfy their customers, they strive to delight and amaze them. Designing and Delivering Superior Customer Value explains how to continually create customer experiences that exceed expectations. This turns buyers (try-ers) into lifetime customers.
The emerging value paradigm is not only a new way to think about marketing, but a new… See more details below

Overview

Great companies don't just satisfy their customers, they strive to delight and amaze them. Designing and Delivering Superior Customer Value explains how to continually create customer experiences that exceed expectations. This turns buyers (try-ers) into lifetime customers.
The emerging value paradigm is not only a new way to think about marketing, but a new business imperative in the 21st century. It is the strategic driver that differentiates great companies from the pack. Value connotes many meanings - yet, it is always defined by the customer.

This book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s). With the integrated management perspective used by the authors, you will understand how to blend the delivery of service and quality, together with pricing strategies to maximize the value proposition.

Those companies that embrace customer-driven value-creating methods will gain a competitive edge in the 21st century, those that do not will experience declines. This exciting new book is a guide to retaining your existing customers and to gaining loyal new customers.

Features

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Product Details

ISBN-13:
9781574442403
Publisher:
Taylor & Francis
Publication date:
06/24/1999
Edition description:
New Edition
Pages:
400
Product dimensions:
6.32(w) x 9.29(h) x 1.04(d)

Table of Contents

Customers Want Top Value Becoming Customer Oriented Process and Customer Value Defining and Refining the Value Proposition Defining and Managing Service Quality Communicating Value Through Price Strategies for Adding and Communicating Value Maximizing Value Through Retention Marketing Keeping Customers Through Relationship Marketing Cases AAA Motor Club - Responding to Change Ethyl Corporation - Becoming Customer - Oriented Glaxo Wellcome, Inc. - Internal Marketing Leads to Customer Responsiveness Grateful Dead - Customer Loyalty and Service Quality Harrah's Casino's - Brand Building International Food Ingredients Supplier - Customer Value Analysis Larry Bird's Home Court - Brand Repositioning Motorola - Supply Chain Management Nantucket Nectars - Perceived Quality National Association of Small Business Owners - Customer Retention Par Value - Enhancing Customer Value Pizza Hut - A Customer Loyalty Program Publix Supermarkets - Customer Intimacy Rubbermaid - Market Orientation State Pride Industrial Laundry - Value Chain Analysis Southwest Airlines - Value Added Services Teleplaza, Inc. - Differentiation Time Insurance - A Study of Process Quality Improvement

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