Superior Customer Value : Finding and Keeping Customers in the Now Economy book cover
4th Edition

Superior Customer Value
Finding and Keeping Customers in the Now Economy

ISBN 9780815390930
Published December 17, 2018 by Routledge
222 Pages 19 B/W Illustrations

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Book Description

Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance.

By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations.

This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.

Table of Contents

Part I Customer Value Mindset  Chapter 1. Customers Want Exceptional Value Now!  Chapter 2. Be Customer-Centric  Chapter 3. Business Models and Value Propositions  Part II Customer Value Strategies  Chapter 4. Segmentation and Customer Value  Chapter 5. Service Excellence   Chapter 6. Quality, Price and Image  Chapter 7. Building Rock-Solid Customer Relationships  Part III Customer Value Measurement  Chapter 8. Customer Value Metrics  Chapter 9. Customer Loyalty and Retention

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Art Weinstein, PhD, is Professor of Marketing at Nova Southeastern University, Fort Lauderdale, Florida, USA. He was the founding editor of the Journal of Segmentation in Marketing and has published more than 80 scholarly articles/papers and eight books on customer-focused marketing strategy. Dr. Weinstein has consulted for many leading technology and service companies.