Discussions about what it means to be authentic both in business and in life in general are everywhere at the moment. Combine this quest for authenticity with the ongoing quest to deliver superior customer value and you have the heart of a current business dilemma: how to provide authentic value to customers.Read More
Guess what? It would seem that companies are starting to consider once again the idea that people like having a positive value experience when they go shopping – especially having the ability to ask questions of a member of staff when they’re shopping.
In the vanguard of this value experience ‘revolution’ we find the corporate colossus, Tesco. It would seem that Tesco has finally been forced to rethink its self-service checkout strategy and start hiring people again, with CEO Philip Clarke acknowledging that maybe they’d gone too far in cutting people costs.Read More
Don’t worry (or be disappointed) – I’m not about to commit a Gerald Ratner classic. We love customers – don’t we? In fact, so much so, that they’re becoming an obsession, but does this obsession strengthen or weaken your value proposition? I have recently encountered a number of customer improvement programmes that have used the word obsession. And why shouldn’t we be obsessed – since without our customers we cease to exist in business. But customers are changing – partly because of the ephemeral Internet surfer, meaning that controlling our customer relationships has placed more emphasis on creative value propositions.Read More
Consider your last rail journey. Where did actual journey time fall in your list of priorities? (Unless, of course, the train was badly delayed or cancelled.) Would the saving of 20 minutes to the journey time have come above getting a seat? Or a clean environment? If you are anything like me I suspect not.Read More
I am fascinated to note that British Airways appears to be moving away from the concept of delivering customer value and is focusing solely on the balance sheet. Over the last three months, BA has abolished meals on short flights, cut luggage allowances and has just introduced charging extra for the privilege of reserving your seat. At the same time, it has just launched a business-only service from London City to the US. Confused? You should beRead More