Value Starvation

Cover -- Customer Value Starvation Can Kill: Prevention and Cure -- Praise for Customer Value Starvation Can Kill -- Contents -- Acknowledgments -- Foreword -- Introduction -- Preface -- Observations on Customer Value Starvation -- Section 1 Understanding Value Terminology -- Customer Value and Value Starvation -- Measuring Value (Customer Value Added) and the Cost of Customer Value Starvation -- Look at Value Destruction as an Opportunity to Create More Value -- Common Ways in Which Customer Value Starvation Is Created -- One Way Send: Receive Is Only for Payments! -- Learning Value from People on the Street -- Section 2 Customer Value Thinking -- When Will We Ever Learn: Why the Revolution in Corporate Complaint Handling Has Failed So Far -- Customer Value Starvation and Business Thinking -- Who the Hell Is the Customer? -- Value Destruction and Zero Complaints -- When Zero Defects Are the Norm, Why Not Zero Customer Complaints? -- Reflections on Customer Value Starvation -- Are Assumptions Hurting Your Brand? -- Building a Customer-Centric Organization -- Section 3 Examples of Customer Value Starvation -- The Good (Customer Value Creation) and the Ugly (Customer Value Starvation) -- Observations of Customer Value Starvation-At Home -- Observations of Customer Value Starvation-Outside the Home -- Section 4 Customer Value Starvation and Companies -- Are Older and Established Organizations Better at Avoiding Customer Value Starvation? -- The Critical Role of Follow-up to Prevent Customer Value Starvation -- What a Pleasant Surprise -- Avoid Customer Value Starvation with Relationship Marketing -- Customer Rage -- Value Starvation and Ethics -- Learnings from Value Creation-Four Types of Companies -- Are Firms Becoming More Human? -- Can Customer Value Starvation Make Us Mona Shaws? -- Section 5 Discussion and Conclusion -- Appendix.