Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction

This book is extremely useful. Brings back to the roots of customer service and still adds great value for the future.

Although dated as some of the other reviewers have pointed out this is the book on customer value that I constantly get back to. If there are better and more recent ones, I'd like to know because I have many and none presents the concepts in a better way. It shows how to qualify and quantify value and satisfaction, and put all this into a framework that is a compelling case for instilling more customer value discipline into our organizations. You are left wondering why so many organizations are not applying these concepts. This is the first book and maybe the only book you'll need on the subject. Highly recommended.

Agree with the comment of the former reviewer. Books also misses some major distinction between the value customers expect (core value) and additional factors (add-on value). It is important for practice and academia to identify the antecedents of value (the outcomes are pretty clear).

The authors provide some unique approaches to better understanding the path from satisfied customers to those that truly value you. They provide a framework for interviewing customers that allows the supplier to gain insight on how the customer has made supplier choices in the past. This enable the supplier to create the right product / service attributes that the customer will pay for.