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CREATING CUSTOMER VALUE, image, image, image, image, image, image, image,…
CREATING CUSTOMER VALUE
Types of customer value
:
Functional
highlight distinct features
QUALITY
Experiential
Superior customer service
SERVICE
Social
Enhance social relationships and build social capital
RECOGNITION
Economic
Saving money by using a new product instead of another comparable product
COST
Keys to delight customers
Understand their needs
Create emotional bonds
Innovate + meet needs
Unique product design
Add attractiveness through quality (functional benefits)
Booster customer experience
+ CUSTOMER SATISFACTION
Branding
Understand what costumers value and why
Features (quality)
Cost (economic benefits)
Service (experience)
Time / Recognition
Expected results
Higher levels of
customer satisfaction
Delimitation of
competitive advantage
Main challenges
Value changes over time
Volatile customer needs
Constant shifts in competitive environment
Painkillers through time
Monitor and control current value proposition
Modify value adapting to emergent shifts
