Superior Customer Value: Finding and Keeping Customers in the Now Economy

Superior Customer Value is a state-of-the-art guide to designing, implementing, and evaluating a customer value strategy in service, technology, and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance.

By benchmarking the best companies, Weinstein shows students what it really means to create world-class value for customers. Case studies help students get to grip with how their marketing decisions affect customer relations in reality, while valuable tools (such as the customer value funnel, customer value assessment, and service quality image price analysis) frame the reader’s thinking on how to improve marketing operations to create customer-centric organizations.

This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on technology, social media, the new economy and millennials. A practical, action-oriented book, it will give students and managers an edge in improving their marketing operations to create a superior customer experience.