We now know how to measure Customer Value. In the previous chapters, we have also been exposed to the softer side of Customer Value Management. Tools of Total Customer Value Management include building a Customer Strategy and the Customer-Centric Circles, both of which we have studied,.
In this chapter, we discuss the Customer’s Bill of Rights, and why it is important for Customer Value and for building a Customer culture.
Customer’s Bill of Rights
We have all seen Customer’s Bills of Rights. How often are these really honored? More importantly, how many executives/employees know about the Bill of Rights and how to uphold them?
I bet you that in most companies the executives do not know the Bill of Rights. ...