Routledge 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 in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences. Review "Art Weinstein's latest edition tells YOU what you MUST do to CREATE VALUE in the Now Economy. A recognized marketing expert, Weinstein not only makes clear the constructs that weave everything together, but he does it in his normal easy-to-understand style. What is value, how you create it, what drives loyalty - it's all here. His book is a must-read for anyone expecting to compete successfully in their market." - Dr. RJ Trasorras, President of the Tampa Consulting Group "As a reviewer of Chapters One and Four, I found the 4th edition of Superior Customer Value" loaded with new information, models, and concepts that aligns to the digital marketing trends found in today's complex business environment for those organizations aspiring to or creating customer value. Dr. Art Weinstein provides example after example (US and international perspective) of creating superior customer value and how organizations become truly customer-centric in the Now Economy." - Dr. Michael D. Santonino III, Embry-Riddle Aeronautical University, USA "This book is a must-read for any manager or entrepreneur looking to build a customer-centered team, department, or company. Practical examples are based on proven scientific principles. Apply what you learn in this book and both your career and company will flourish." - Matthew G. Kenney, D.B.A., Valencia College, USA About the Author Art Weinstein, PhD, is Professor of Marketing at Nova Southeastern University, Fort Lauderdale, Florida, USA. He was the founding editor of the Journal of Segmentation in Marketing and has published more than 80 scholarly articles/papers and eight books on customer-focused marketing strategy. Dr. Weinstein has consulted for many leading technology and service companies.