Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications

By Art Weinstein and William C. Johnson

Great companies don't just satisfy their customers, they strive to delight and amaze them. Designing and Delivering Superior Customer Value explains how to continually create customer experiences that exceed expectations. This turns buyers (try-ers) into lifetime customers. The emerging value paradigm is not only a new way to think about marketing, but a new business imperative in the 21st century. It is the strategic driver that differentiates great companies from the pack. Value connotes many meanings - yet, it is always defined by the customer. This book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s). With the integrated management perspective used by the authors, you will understand how to blend the delivery of service and quality, together with pricing strategies to maximize the value proposition. Those companies that embrace customer-driven value-creating methods will gain a competitive edge in the 21st century, those that do not will experience declines. This exciting new book is a guide to retaining your existing customers and to gaining loyal new customers. Features

• Format: Hardcover
• Language: English
• ISBN: 1574442406
• ISBN13: 9781574442403
• Release Date: June 1999
• Publisher: CRC Press
• Length: 400 Pages
• Weight: 1.55 lbs.
• Dimensions: 9.0" x 1.0" x 6.0"

Customer Reviews

Amazing pathway for creating corporate value

In a simple way, but thoroughly academic. Weinstein & Johnson shows the implications of creating corporate value, and how to use the creation of value as an asset that diferentiates companies, because of the improvement among the customer's perspective, the image of the company, and a way to beat the competitors in the right field a.k.a the market place.I really recommend this book to MBA Students, and to Post-MBA graduates it is indeed a check list of effective and strategic marketing tools

Exellent book.

clear concise book. lots of good information carefully divided. Well delivered and pertinent case studies.

This Book Delivers Value!

This is the text for my MBA class and it is an excellent book to read and keep on the bookshelf. The case studies were all interesting and informative, and if you are not in Sales, this is the book for you to read to understand what Customer Service is all about. If you are in Sales, this will enlighten you to a new way of thinking, or if you are already there, the book will be a constant reminder of just how important it is to give our customers value if we expect to stay in business.