Customer Satisfaction is Dead or Why I am a Zealot for Dominating Markets with Value

Several times in my corporate career, I facilitated or led projects that focused on understanding, creating and delivering value to customers.  We learned that customer satisfaction was not a predictor of growth and that we had to change the way we thought about what drives market share.  The success of those projects made me a Value Zealot. 

Customer Satisfaction is dead!  Long live Customer Value!  (I'd shout that from the roof tops but it embarrasses my family and I'm not that great with heights since a short-lived teenage career in roofing.)

Now I'm working with clients to understand and implement value-based concepts to grow market share/revenue, to significantly improve their customer experience processes and to improve the capability of their organizations.  I enjoy these projects even though they typically involve significant change - changing the company's perception of their target markets, changing their market research, or changing talent requirements and organization structure.

A lot of what I learned about value management came from my association with Dr. Reg Goeke the President of Market Value Solutions and an Associate Director at the Institute for the Study of Business Markets.  Reg has pioneered in the development and deployment of customer value management systems.

My colleague, Jay Duffy, and I thought that it would be great to provide an opportunity for our clients and network in the Pittsburgh region to meet Reg.  So on March 27th, we are sponsoring a unique opportunity to hear with Dr. Goeke and spend some time with him.  Click here to find out more or check out the next article.