Customer value starvation is a common disease in companies, both small and large – which is difficult to diagnose. It is a silent killer, like many cancers. By the time it is diagnosed, it is generally late, sometimes, too late!
Mahajan and Vieira have put their expertise together to show how companies overlook value starvation. This causes irritation and frustration to customers in their interaction with the company and its personnel – in person, on telephone, net or mail.
The book identifies customer DNA (Do Not Annoy) factors, and suggests how to minimize complaints; ensure customer loyalty; and long-term company profitability and success. Philip Kotler, the world’s guru on marketing, said, “This book will help you think freshly about your business mission and success.”
Contents –
Section 1 Understanding Value Terminology
Section 2 Customer Value Thinking
Section 3 Examples of Customer Value Starvation
Section 4 Customer Value Starvation and Companies
Section 5 Discussion and Conclusion
Appendix
