Superior Customer Value, 3rd Edition

Chapter 4Building a Winning Business Model and Value Proposition

It ain’t that hard to be different.

Tom Peters

We believe that we know where the world should go. But unless we’re in touch with our customers, our model of the world can diverge from reality. There’s no substitute for innovation, of course, but innovation is no substitute, for being in touch, either.

Steve Ballmer

One of the most critical challenges for service firms is to differentiate themselves from competitors. It is relatively easy to be like everyone else; great companies have ...