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Bank Study 2010 Brazil Ssummary

Transformation and "Firms of Endearment Tata Power (Values Create Value)"

 
 
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C2C: Its Importance

C2C is normally Customer to Customer or Consumer to Consumer, or Citizen to Citizen.....

Loyalty: Real or Fiction?

Dictionary meaning of Loyalty: unswerving in allegiance

I keep reading loyalty is wonderful and how Customers are loyal or can be made to be loyal. And therefore there should be loyalty programs and efforts to get Customers to become loyal.

....

Are Companies Loyal?

I came across a cartoon at Economic Times, which showed two executives speaking and one saying: It’s no more about employee loyalty…

 

Why Leadership-Development Programs Fail:

In a recent article. Pierre Gurdjian, Thomas Halbeisen, and Kevin Lane of Mickinsey.......

5 Tips To Create Customer Value

by Gautam Mahajan, President Customer Value Foundation and Founder-Editor of the Journal.....

8 Reasons Why Your Company Isn't Creating Value

Value Creation is a distinctive mind-set. It is a mentality driven by enhanced......

Should Executives Think like The Customer?

Would you be a better executive if you had a little bit of Customers in you?....

From Value Grabbing to Value Creating: Lesson for Leaders

A Diwali Special and Happy Diwali ......

Customer and Value Migration

Your Customers move where they perceive they get better Customer Value, causing your company Value to migrate to competition........

Long Term Strategy Creates More Shareholder Wealth Than Short Term Results

The CEO has to think whether Value Creation is a flawed concept, particularly as it places the customer and employees ahead of the shareholder....

Whom do I work for?

If you work for a company, whom do you really work for? Or whom should you really work for?.......

Training Vs. Mind-set in Value Creation

What we want to create is a H2H enviroment in our company and with our customer and patners...

Chief Value Creation Officer (CVCO)

I have been writing about Value Creation. I was asked to define the chief Value Creation Officer.....

Employee Journey

The employee journey is a working life-long journey....

The Real Source of Value Assets and performance

Companies tend to foucs on finacial assets and financial perfromance......

Customer-Value Marketing Critical as Airline Executives Lose Focus

Given the turmoil in Indian aviation sector, read the issues raised below for American Airlines and Customer Value

Marketing Expert, Charles Gaudet, Says the Airline Executives misguided strategies offer a good lesson for business owners who want to grow their business.......

As many of you know, I have been writing about Value Creation in education. Much of the discussion has been generic.......

I gave a two day workshop on Value Creation Mapping in Malaysia in April 2014. I found that the concept of value was interpreted differently by different participants. Very few said it meant whether what you got was worth what you paid and versus competitive offers.....

You know people who are secure and others who are insecure. There are many people with low self-esteem.....

Have you ever asked yourself why HR is considered a staff function?.......

We have been working with companies to establish Value Creation Centres. We are in the process of setting some of these in MBA schools.

CIO’s can be true Value Creators. Why aren’t they and why are they not viewed as such?

Adjunct to these questions is: Why are they considered staff people? In a day and age where IT and ITES are so relevant and key to businesses, shouldn’t they be line people?
.....

 

 

When you wake up do you say I will Create Value?

Before you can think of financial incentives for Value Creation, it is important that Value be understood and recognised and also be measured. As you read further, you will relate to these important aspects of Value Creation..........

I talk to many companies about Customer Value, and Value Creation. And many say this is important. And many are ready to engage me........

Nuisance Value: value, importance, or usefulness arising from a capacity to annoy, frustrate, harass, or injure  … Merriam-Webster dictionary

I’m sure that you are all familiar with how pearls are formed.
.......

We have talked about many ways of Value Creation, and why Value creation is important.

How do executives create value for themselves and their organisations?

By differentiating themselves,

Being on time, reliable, timely,
........

 

Recently I was discussing setting up Value Creation Centres with Dr Jagdish Sheth of Emory Institute.

We discussed Value Creation for companies.  Dr Sheth reminded me that Value 
..........

 

Recently, I had the opportunity to listen to Hal Varian, Chief Economist of Google give a talk on the economic impact of Google, and its futuristic thinking.......

In my last note I wrote about Value Creation in non B-schools. I met with Dr Kavita Sharma, Director of the India International Center, and formerly Principal of the prestigious Hindu College of Delhi. I paraphrase our conversation and Kavita’s comments.......

You might have noticed our main Value Creation discussion in education has focused on business schools. In fact we are developing course content for a Value Creation major in MBA schools......

Understandably, no one will want to change unless he sees a value in the change. And the Value has to be tangible and worthwhile........

For months, people like me and members of the Board of the Value Creation Journal have been promoting Value Creation as an imperative, and that Corporates have to transform themselves to become Value Creators........

I had a great conversation with two leaders in the Customer Value field, Ray Kordupleski, the father of Customer Value Management, and a professor at the University of Montana; and with Bob Thompson, President of CustomerThink.....

Wiki says that the cost of employee turnover can be 150% of your salary expense. It is one of those hidden costs one does not focus on. These include costs due to person leaving, recruitment costs.....

Most buyer and seller companies misunderstand price. Buyers, because they want the lowest price (price is all), and sellers because they do not understand the value of price. I am going to discuss.....

 

Ask a CEO if they want to spend a pile of money on an analysis of their company's story, and they'll probably throw you out of their office. But if you tell them that you have a powerful insight that can help them raise the prices on all of their products, they might ask you over to their house for dinner. Money talks,....

Most of us do not have a strategy for ourselves. We need to ask ourselves what we want out of life, out of work and what we value at work.................

Naturally, you should wonder if corporate consciousness makes sense or we should remain in a state of corporate unconsciousness. Corporate consciousness, the very soul of a company ...........

“Constant reinvention is the central necessity at GE…We’re all just a moment away from commodity hell.”– Jeffrey Immelt, Chairman and CEO, GE ..............

Reduce Employee Churn and Increase Customer Value...............

I spent many years of consulting on internal Customers. I helped companies look at internal Customers, and how they could get value from the other departments of the company. And keeping internal Customers happy..........................

Why Value Creation is more Important than Value Extraction?

Today’s MBA’s and managers are trained to extract value. Most executives work on administering, improving efficiency, making sure things are done effectively, managing people to get the best out of them. How many are there to Create long lasting Value? How many are willing to change the rules of the game? How many are willing to ask why are we doing these things? Is there a better way?..............

Why Training Does Not Create Great Leaders?

One of the greatest pains to human nature is the pain of a new idea.

– Walter Bagehot
 

Unfortunately dated ideas still control industry. One is training, another is CRM. Yet another is that satisfaction by itself Creates Value, and NPS is a great predictor of market share. Few want to let go, and unlearn and create next practices. Others want to be followers by seeking best practices.......

Differentiation, Next Practices and Superiority

My last article was on Zero Complaints. If you work on zero complaints, you will differentiate yourself in the marketplace. 

But you need to go beyond, and to differentiate your offerings, and be better than your completion on them. You need to be superior to them. And that is why you have to forget about best practices and move to next practices crafted by you that distinguish you in the eyes of the Customer. And to do this you must know what creates Customer Value (and what attributes of your offering are critical to him). This becomes your Value Proposition..............

 

When Zero Defects are the Norm, Why Not Zero Customer Complaints?

There was a time that the term ‘zero defects’ did not exist. It was accepted that some defects would always remain. But management Gurus convinced companies that zero defects were possible and also would create competitive advantage............

The Memory of Your Experience is More Important Than Your Experience

Professor Daniel Kahneman is a Nobel Laureate,  psychologist and expert on judgment and decision-making, behavioural economics and hedonic psychology. I have given my examples, while paraphrasing Colin Shaw. CEO of a global firm called Beyond Philosophy. I've also added what this means to Customer Value versus Satisfaction. Read on:

Kahneman says ‘there is a big difference between an experience and the memory of an experience’. Sounds obvious, doesn’t it? But it is not understood by most people such as CXO's,  HR, Sales and Marketing and Customer Experience executives.....................

Customer Power Requires a Mind-set Change to Improve Customer Retention and Profits

Last week, I wrote about companies professing they had more important priorities than Customers. In more and more studies, we are finding that companies are losing existing Customers...........

I discuss the importance of Customers, Customer Value and Creating Value with CEO’s and CXO’s of companies of all sizes. We discuss how increasing Customer Value leads to increased profits. Many CXO’s end the conversation saying, “What you are suggesting is important and certainly the Customer is crucial for us. However, we have too many other programs in place…” The Customer priority is generally low in these companies....................

A big shock in the world of consulting a couple of weeks ago was when Monitor Group filed for bankruptcy in the USA..............

“In a recent Aberdeen report 60% of companies reported that they weren’t able to increase customer satisfaction in 2012.........

Have you asked yourself what you can do to create value for your employees, for your customers,....

This article is based on my personal experience with Maruti, Toyota, Chevrolet and Honda......

Oracle conducted research on 1400 online shoppers (50% female, 50% male) who had made a complaint or enquiry to a customer services department in the last 12 months............

Even in today’s uncertain economy, some companies are winning big and they are winning big because of three strategies:
  • They manage for value
  • They keep developing human capital
  • They get radically Customer-centric.

Here I can take many real examples............................

I recently gave a one day workshop on at the Professional Pricing Society on “Value Creation and Enhanced Pricing: Increase Profits through Right Customer Value Pricing at Orlando, Florida in October, 2012
One breakfast speaker stated that the Last Mile of Pricing is Selling..............

Purchasing managers have to look at customer value and full-life value in making purchasing decisions.  Stephen Bauld in procurement perspectives, enunciates it.............

I have always been an advocate of a Chief Customer Officer, even thought the C-suite is overcrowded. And many companies are adding one to help companies become .................

This article is about building teamwork and breaking silos; it is not just about different departments sharing tasks, but..........

I gave a speech and workshop to the Etisalat Group companies in Dubai, and...........

Here’s another contrarian article. It is about: Encouraging your people to take the long view Toby Gibbs,..........

For a long time, I have been advocating that the starting point of a good business strategy is a customer strategy. The .....

Here is an article:‘Maximizing shareholder value’ is ill-conceived concept’.............

Think out of the box; think radically about your business...................

Businesses today tend to herd customers as if they were cattle, but..........

The Number 1 Source To Collect Valuable Information About Your Business Is From Your Employees.......

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
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