Comments on: Managing the Value in Customer Experience

By: The Truth About Customer Satisfaction | Deliver Bliss - The Business of Customer Experience

Thu, 16 Jun 2011 20:31:06 +0000

[...] is a large part of what we do day-in and day-out. We realize (and embrace) the impact it has on the perceived value we create in our products and services. Because of that, we wanted to be able to measure customer [...]

By: Essential Tech Tools to Get Things Done | Deliver Bliss - The Business of Customer Experience

Wed, 05 Jan 2011 06:03:51 +0000

[...] making it easy – is a great tool in my book. Anything that saves time and provides a lot of value is also doing a great job with customer [...]

By: The Customer is Always... | Deliver Bliss - The Business of Customer Experience

Tue, 21 Dec 2010 18:06:01 +0000

[...] a customer’s perception of your value is way off, you can choose to alter [...]

By: ben

ben — Fri, 10 Sep 2010 02:18:00 +0000

perceived value is not additive. In other words, some things like air plane seat belts are necessary to manage operational risks.

Likewise, some operational best practices are necessary no matter what the customers perception is. The key then is to show more of a macro look to ways subjective perception and through authentic messages to help customers be more objective when through due dilligence and aligning that perceived value with expected and actual performance

perceived/expected= perceived/actual X actual/expected

financial communication design

By: Customer Experience Simplified | Deliver Bliss - The Business of Customer Experience

Tue, 27 Jul 2010 06:20:18 +0000

[...] last post on the Value of Customer Experience attempted to explain the three large components of customer experience, but it was a lot to chew [...]