Managing Customer Value
When we use money as the premise for value, “What a customer is willing to pay for” makes sense. We certainly pay for the value of a Ferrari. Using this argument, money can be the determining factor of value. However, something about it rubs me wrong and by the way, I am a capitalist at Read More …
Joe Pine: “What you’re doing is that you’re shifting from thinking of them as constraints to thinking of them as resources. When you say that time is an element that costs our customers that’s a constrained view, instead of recognizing that customers have time that they want to spend inside of experiences.” – excerpt from Read More …
In this video, Joe Pine explains the final offering in the Progression of Economic Value, the foundational model for understanding the role of Experiences in the history of economics. It was first introduced to me in the The Experience Economy: Work Is Theater & Every Business a Stage by Pine and Gilmore. It is worth Read More …
Design and Customer Experience, incorporated in Service Design Thinking are not the future but already upon us as the new norm for being successful in business. These principles address the demand side of the equation. Examples being Amazon, Starbucks, Xerox and IBM to name a few high profile companies. As a side note these companies Read More …
After reading The Zappos Experience: 5 Principles to Inspire, Engage, and WOW it really got my mind spinning. So much has been written and said about Zappos that I can’t say the book surprised me but it did allow me to gain a deeper understanding of the internal workings. More so, the book really generated Read More …
I have come to believe that in many successful companies there is not a lot of low-hanging fruit left. They simply cannot make efficiency changes that will create significant differences in the market place. Does that mean you should stop? Not at all, that’s part of the dilemma. Your competitors are improving so that means Read More …