mbmbook – MBM

Customer Value Unlocks a Value Strategy For Lasting Advantages

Customer Value Handbook Briefs / mbmbook

What makes some brands consistently outperform their competitors? The answer lies in how they understand and deliver customer value—the foundation of any market-based strategy. Chapter 3 of the Customer Value Handbook demonstrates that customer value is more than a slogan—it’s a measurable link between performance, satisfaction, and profitability. High customer satisfaction doesn’t just produce happy […]

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Your Customers are Talking Here’s Why Their Voice Shapes The Market

Customer Value Handbook Briefs / mbmbook

How do companies unlock the real value drivers of customer loyalty and profitability? The answer lies not in guesswork, but in systematically listening to the people who matter most—the customers themselves. Chapter 2 of the Customer Value Handbook introduces the concept of the Voice of the Customer (VOC), a disciplined process for understanding customer needs,

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Customer Satisfaction Isn’t a Soft Metric – It Drives Profits

Customer Value Handbook Briefs / mbmbook

What separates companies that thrive from those that fade away? The answer is not just innovation or efficiency—it’s the ability to put the customer at the center of strategy. Chapter 1 of the Customer Value Handbook explores how customer focus drives both short-term profits and long-run survival. Research consistently shows that extremely satisfied customers account

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Customer Experience and Customer Value: Where AI Is Failing

Customer Engagement, Financial/Profit Impact / mbmbook

Customer Experience Drives Customer Value In today’s competitive market, customer experience is a critical driver of customer satisfaction. Therefore, companies that excel in delivering positive experiences are more likely to retain customers, increase profitability, and enhance brand reputation. In contrast, poor customer experiences can lead to customer churn, negative word-of-mouth, and lost revenue. Yet, many

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Customer Value Showdown: How Walmart can Close the Gap with Amazon

Customer Focus / mbmbook

Walmart’s Commitment to Customer Value In sharing its results on August 15, 2024 Walmart exceeded Wall Street expectations, with total revenue climbing 4.8% to $169.34 billion, driven by everyday low pricing (EDLP), a focus on convenience, and a broad assortment of products and brands. CEO Doug McMillon highlighted Walmart’s dedication to customer value during the

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Starbucks’ Leadership Shakeup: Will the Focus Finally Return to Customers?

Customer Engagement / mbmbook

Starbucks’ Leadership Shift On August 13, 2024 Starbucks announced the appointment of Brian Niccol, the former CEO of Chipotle, as its new leader, replacing Laxman Narasimhan. This change, effective September 2024, comes after a turbulent period marked by declining sales and pressure from activist investors like Elliott Investment Management. Narasimhan’s tenure, which began in March

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Marketing Budget & Performance Impact

Financial/Profit Impact, Marketing Metrics / mbmbook

CEOs and CFOs are often frustrated with spending a large percent of sales on marketing and sales expenses and not being able to know their impact. As important, CMOs need more definitive marketing budget metrics to justify requests for marketing budgets. In this blog we will examine the marketing budget performance impact for five well-known

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Building Customer Value with Retail Locations

Brand Strategy, Customer Focus / mbmbook

The ability to access a company’s goods or services conveniently and at low cost is a value-added brand benefit for its current and potential customers. A core value-added benefit of many retail brands such as Home Depot, Walmart, Gap, Lululemon, Target, McDonald’s, Best Buy is their wide network of locations that are easily accessible to

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How Can Companies Measure the Profit Impact of Their Marketing Budget

Financial/Profit Impact, Market Focus, Marketing Metrics / mbmbook

The marketing and sales of expense are the basis of a marketing budget and includes these expenses: Company & product advertising, sponsorships, social media, trade shows, retailer promotions, sales & service expenses as well as all people expenses (salary, overhead, travel, etc.) associated with marketing & sales activities. Let’s first look at how companies traditionally

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How Can A Company Differentiate Its Offerings From Competitors?

Brand Strategy, Customer Engagement, Customer Focus / mbmbook

From customers’ perspective, a market is commoditized when most competitive offerings are undifferentiated from each other. In such a market, customers can choose from the many available options without incurring any risk. Naturally, they gravitate toward the lowest price option. This forces competitors to aggressively compete on prices and erodes a brand’s pricing power. Over

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