Surely customer experience is about building trust longer term, a more fulfilling value exchange, not just a series of sales transactions enabled by smart digital technologies. As digital and social become pervasive we will not need to talk about them as separate strategies, channels […]
Customer value management
What is customer value?
We know what it means Intuitively most of know what customer value means to us, but as businesses and organisations how often do we step back and think what does customer value mean to our customers? Perhaps more importantly how often do we think about how to deliver it consistently well and at scale? […]