Customer Value Starvation Can Kill - Gautam Mahajan, Walter Vieira

Value is a most misunderstood and misused word. As it becomes fashionable to create value, more companies are rushing towards the creating value mantra. In so doing, they forget value starvation and value destruction. This book is about value starvation. Value starvation is what happens when you deny a customer very basic needs in doing business with you (and often this is done unwittingly or because companies are too busy “creating Value”). Value starvation occurs when a company posts an old address that is no longer valid, or fails to update a product spec, or does not allow you access to the right person for your solution. An example is an airline changing a flight timing and failing to inform you, or sending your bags to the wrong destination, or a hotelier denying you a hotel room that has been prepaid. Value destruction happens when, knowingly or unknowingly, companies destroy value. This book shows you how to recognize value starvation, how to avoid it and how to prevent it. This will make you and your companies more effective, more customer-centric, and more successful.