Citation
(2002), "Customer value measurement for competitive advantage", Measuring Business Excellence, Vol. 6 No. 4. https://doi.org/10.1108/mbe.2002.26706dae.002
Publisher
:Emerald Group Publishing Limited
Copyright © 2002, MCB UP Limited
Customer value measurement for competitive advantage
Customer value measurement for competitive advantage
Burgess, P.A. (UK), Vol. 37 No. 5, May 2002
Describes the growth of loyalty research activity and investigation into customer satisfaction in the UK. Suggests that at the same time, consumers are becoming less committed to individual brands across a wide range of sectors, indicating a shift in consumer attitudes, focusing on value at a time of increased prosperity. Explores the components of added value using a framework developed by the Henley Centre and explains the calculation of customer value ratios that combine the quality attributes and price attributes that describe what the customer gets and what they pay. Shows how the customer value ratio metric can be linked to company profitability and explains its significance in terms of market leadership. Concludes that customer-value measurement enables consideration of market-perceived quality and price considerations within the business planning process.
Comment: A well written critique on a number of techniques used for adding value to your customer experience.