Amazon has an amazing name for great service and being customeric. So much so that ShepHyken lauded them. And I have been an admirer, till recently. Amazon India had many slipups in fulfilling my orders.
Why Value Culture Boosts Customer Satisfaction
Here is an excellent review on Gautam Mahajan's book on Value Creation written by Colin Shaw, founder and CEO of Beyond Philosophy. Colin is an international author of five bestselling books and an engaging keynote speaker..
A customers perception of value drives customer loyalty and retention. And those things in turn create long-term value for a business.
But companies dont just create value by accident. Those who do it best embrace a strategy that puts value into the very fabric of corporate culture.
Gautam Mahajan has now written an excellent book on this topic, called Value Creation: The Definitive Guide for Business Leaders. Mahajan argues that an executives role is to create value, rather than just to be a good administrator or an efficient manager. Many executives are so comfortable in fulfilling their functional roles that they forget that creating value will take them ahead, enhance their business objectives and profits, and make their customers happier.
Click to read full review...
Would love your comments and help. We are happy to help others in education and executive education on courses in Value Creation.
Customer Value Foundation and Inter-Link India
Journal of Creating Value jcv.sagepub.com
K-185 Sarai Jullena, New Delhi 110025
Customer Value Foundation (CVF) helps companies to Create Value and profit by Creating Value for the Customers, employee and for each person working with the companies.
Total Customer Value Management (Total CVM) transforms the entire company to focus on Creating Value for the Customer by aligning each person's role in Creating Customer Value and getting shareholder wealth and Value.
The Quality Revolution was meant to be customer focused, instead became process centric and one of record keeping. Nonetheless, Total Customer Value Management can learn from the Quality movement. There is much to learn.
I notice more and more that the Customer is taken for granted or allotted a by the way mention in new business strategies. Forbes and many others have written about this and bemoaned the fact, and warned companies not to ignore the customer.
In my book, Value Creation: The Definitive Guide for Business Leaders, I added a 4th A (Ability) to what Management gurus talk about in the 3 Aís to ready ourselves for the future
I gave a talk to BBA and MBA entering students at SGT University in Delhi and then to Model Institute in Jammu a few days ago. I asked the students whom they should create value for? For ourselves was the answer.