Superior Customer Value in the New Economy: Concepts and Cases, Vol. 0
Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the business and academic communities, exploring leading marketing and managing developments in the crucial area of customer value (CV). It delivers expert...
Search in google:
Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the business and academic communities, exploring leading marketing and managing developments in the crucial area of customer value (CV). It delivers expert guidance on designing, implementing, and evaluating a CV strategy that benefits e-service and information-based organizations.Building upon concepts, cases, and in-chapter applications, the book addresses best practices, organizational responsiveness, market orientation, and the planning and strategy issues that result in high rates of customer satisfaction in e-service and information-based organizations. It concludes with 18 detailed, "hands-on" examples of companies attempting to create customer value. Each case study delivers an in-depth look at major CV themes such as responding to change, being customer oriented, customer loyalty, and more. Each of these real-world examples provides excellent learning opportunities to model effective customer value behavior and practices.
Pt. ICustomer value - the building blocks1Customers want top value32Being customer oriented173Process and customer value33Pt. IICreating value through services and e-commerce4The service sector and the new economy615Defining and managing service quality756Managing e-service quality101Pt. IIIPlanning and implementing a winning value proposition7Defining and refining the value proposition1178Communicating value through price1399Strategies for adding and promoting value163Pt. IVDelivering long-term superior value to customers10Maximizing value through retention marketing18311Creating value through customer and supplier relationships201Pt. VCustomer value cases : a primer and questions for analysisCase 1Boston market - process flow outcomes233Case 2Delicato Family Winery - building and communicating value241Case 3Dow Corning - customer value and segmentation261Case 4Edward Jones - managing customer relationships275Case 5FedEx corporation - a customer value funnel assessment281Case 6The Grateful Dead - creating Deadheads by providing drop-dead customer service289Case 7Harrah's Entertainment, Inc. - loyalty management297Case 8"Herding cats" across the supply chain305Case 9JetBlue Airways - adding value315Case 10Lexmark International - creating new market space327Case 11Nantucket Nectars - perceived quality335Case 12Rubbermaid - market orientation347Case 13Office Depot goes online - e-service quality357Case 14Pizza Hut - a customer loyalty program365Case 15Publix Super Markets, Inc. - achieving customer intimacy375Case 16StatePride Industrial Laundry - value chain analysis393Case 17Time Insurance - a study of process quality improvement401Case 18Walgreens - customer orientation407
