Therefore, rather than trying to define value, the entire process of creating value creation would perhaps become more meaningful & efficient if we were to look at what Internal (employees, partner companies, associates), External (individual, retail, B2B) and the Community recognize as value creation factors or value added factors? Somewhat of an extended VoC (Voice of the Customer)? Perhaps then, we could use these feedback to identify, align, monitor and refine value creation factors to drive customer-centricity, engagement, loyalty and profitability.
2. Get Feedback From Multiple Sources
3. Close Loop from Feedback to Action
5. Support with Tools, Info & Resources
6. Train to Deliver at “Moment of Truth”
8. Understand Role of People vs. Systems
9. Proactively Plan to Surprise Customers
You can use technology to get information about your customer, but do you really know your customer? Do you understand what makes them buy your products or services and what makes them leave you and go to the competition? Read about it here --> Do You Know Your Customer?
In the real world, the decision-makers are not companies but rather people within those companies. And, when value capture objectives are not aligned within a company, the result is inconsistent behavior and frustration. Conversely, a shared sense of what must be achieved creates the climate for productive cross-functional collaboration. Read about this here --> Critical to Align Value Capture Objectives.