Designing and delivering superior customer value : concepts, cases, and applications
著者
書誌事項
Designing and delivering superior customer value : concepts, cases, and applications
St. Lucie Press, c1999
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
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
目次
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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