ABSTRACT

Customer value, technology, and Now Economy challenges and opportunities are providing today’s businesses with innovative ideas and new business models to design, create, add, and deliver value to their customers and other stakeholders. As today’s business organizations grapple with the hypercompetitive marketplace and marketspace while facing segments of more demanding, sophisticated and hard-to-please customers, they must ensure that they master both purpose and process as they streamline activities to meet or beat the competition in creating and delivering top-notch service and quality to customers. Among the elements of customer value (S-Q-I-P: service, quality, image, and price), Art Weinstein contends that the service factor must reign supreme in a service-dominant economy and that companies must seek to deliver the highest level of service by having a customer-centric philosophy that drives business decisions. Designing and delivering superior customer value goes far beyond this, and Art Weinstein clearly understands and expresses this in his book, Superior Customer Value: Finding and Keeping Customers in the Now Economy (Fourth Edition). In examining his work, we will see that Art Weinstein not only provides us with veritable templates but also plans, programs, examples and guidelines on how to find and keep customers in the Now Economy.

摘要

客户价值、技术和当下经济的挑战和机遇正在为当今的企业提供创新理念和新的商业模式，以设计、创造、增加和交付价值给他们的客户和其他利益相关者。当今的商业组织在应对竞争激烈的市场和市场空间的同时，还要面对要求更高、更复杂、更难以取悦的客户群，他们必须确保在简化活动时掌握目标和流程，以在创造和竞争中满足或击败竞争对手。为客户提供一流的服务和质量。在客户价值要素（SQIP：服务、质量、形象、价格）中，Art Weinstein 认为，服务因素必须在以服务为主导的经济中占据主导地位，公司必须通过以客户为中心的理念来推动业务决策，从而寻求提供最高水平的服务。设计和交付卓越的客户价值远不止于此，Art Weinstein 在他的书中清楚地理解并表达了这一点，卓越的客户价值：在当下经济中寻找和留住客户（第四版）。在检查他的作品时，我们将看到 Art Weinstein 不仅为我们提供了名副其实的模板，还为我们提供了有关如何在 Now 经济中寻找和留住客户的计划、程序、示例和指南。