Industry Updates: Customer Value Foundation

Amazing Amazon Slipups: Lessons to be Learnt | 31 Jan 2017

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. more

From Total Quality to Total Customer Value Management | 30 Jan 2017

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. more

Why is the Customer Taken for Granted? | 10 Jan 2017

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. more

Why Value Culture Boosts Customer Satisfaction | 15 Dec 2016

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.. more

The 4A’s that build Incredible Management and Successful Executives | 15 Nov 2016

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 As to ready ourselves for the future more

Creating Value for yourself means Creating Value for others | 05 Oct 2016

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. more

The 8 Principles of Customer Value Creation | 09 Sep 2016

Customers tend to buy or use those products or services that they perceive create greater value for them than competitive offers. It is essential for executives and leaders to create higher value for their Customers than competition can. more

How to get a Service Culture Mind-set? | 24 Aug 2016

I recently gave a talk to ISSIP (pronounced IZip and stands for International Society of Service Innovation Professionals) on Service Value Creation. Jim Spohrer of IBM asked me how we get the service culture mind-set inculcated. more

Invisible Manipulation | 11 Aug 2016

Jonah Berger in his brilliant book, Invisible Influence discusses how consumers get influenced. Some have to do with influence which is exerted without meaning to influence. more

Value Creation: The Definitive Guide for Business Leaders | 22 Jul 2016

Increasing disruption, diminishing returns, and demanding Customers require business leaders to create more Value, remain relevant, and stay ahead of competition. more