Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit
amazon.com
Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit
must contain both sides of the give-and-take equation:
Helen Blake • Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit
Customers sometimes do not have an accurate understanding of what it is they value. They probably haven’t thought about it in such terms, and customer satisfaction surveys won’t find this out for you. What will find this out is having a conversation or, if you prefer, skilled qualitative research questioning.
Helen Blake • Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit
One way of examining your competitive landscape is to map out what the competing marketplace alternatives are.
Helen Blake • Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit
TCO is the total cost of a product or service (acquisition, installation, use, maintenance, modification and disposal) right across its useful life.
Helen Blake • Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit
The valuable inputs from a messaging development standpoint are those in the augmented benefits zone (and, of course, in the potential benefits zone if some have emerged).
Helen Blake • Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit
solution – rather than an offer
Helen Blake • Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit
Clients do not buy ‘things’. They buy the experiences that those ‘things’ are able to deliver. And, when so doing, they measure the benefits against the costs.
Helen Blake • Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit
value propositions can only function within what we term a value-focused enterprise, and value focus is a function of the way clients and customers are viewed and treated.
Helen Blake • Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit
Identifying the customer chain is important because value propositions depend on your being able to analyse, quantify and articulate the experience that a customer will receive when choosing your offering.