Customer Value Handbook Briefs

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 […]

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,

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