oEmploys a values-based decision making frameworkWritten by the marketing professors that developed and teach the nation's definitive MBA Course on the subjectBuilds on several years of scholarly and field research - it integrates/synthesis academic and trade insights on customer valueIs timely and state-of-the art Reflects the key growth industry sectors of the economyFeatures in-depth cases, exercises, article abstracts, a customer value audit, and first-rate graphicsContentsCustomers Want Top ValueBecoming Customer OrientedProcess and Customer ValueDefining and Refining the Value PropositionDefining and Managing Service QualityCommunicating Value Through PriceStrategies for Adding and Communicating ValueMaximizing Value Through Retention MarketingKeeping Customers Through Relationship MarketingCasesAAA Motor Club - Responding to ChangeEthyl Corporation - Becoming Customer - OrientedGlaxo Wellcome, Inc. - Internal Marketing Leads to Customer ResponsivenessGrateful Dead - Customer Loyalty and Service QualityHarrah's Casino's - Brand BuildingInternational Food Ingredients Supplier - Customer Value AnalysisLarry Bird's Home Court - Brand RepositioningMotorola - Supply Chain ManagementNantucket Nectars - Perceived QualityNational Association of Small Business Owners - Customer RetentionPar Value - Enhancing Customer ValuePizza Hut - A Customer Loyalty ProgramPublix Supermarkets - Customer IntimacyRubbermaid - Market OrientationState Pride Industrial Laundry - Value Chain AnalysisSouthwest Airlines - Value Added ServicesTeleplaza, Inc. - DifferentiationTime Insurance - A Study of Process Quality Improvement Great companies don't just satisfy their customers, they strive to delight and amaze them. Designing and Delivering Superior Customer Value explains how to continually create customer experiences that exceed expectations. This turns buyers (try-ers) into lifetime customers.The emerging value paradigm is not only a new way to think about marketing, but a new business imperative in the 21st century. It is the strategic driver that differentiates great companies from the pack. Value connotes many meanings - yet, it is always defined by the customer.This book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s). With the integrated management perspective used by the authors, you will understand how to blend the delivery of service and quality, together with pricing strategies to maximize the value proposition. Those companies that embrace customer-driven value-creating methods will gain a competitive edge in the 21st century, those that do not will experience declines. This exciting new book is a guide to retaining your existing customers and to gaining loyal new customers.