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Archived Blog posts

The Heathrow T5 Customer Experience

Tags: customer experience, value equation, value proposition
Posted in Uncategorized

We’re in the business of The Total Value Proposition – the whole of the experience a customer has from all of the interactions with a business (for business also read any organisation). This includes the actual product or service and all interactions before the sale, during the sale and after the sale. So this made [...]

May 10, 2012 by Cindy Barnes

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How to quantify value

Tags: behavioural economics, customer satisfaction, loss aversion, market research, prospect theory, psychology, value, value equation, voice of the customer
Posted in Uncategorized

People always say to me, “But value is just like beauty, it’s in the eye of the beholder”.  OK, so one man’s value can be another man’s poison (to mix metaphors) but there are ways in which you can start to quantify value.  We always use the equation ‘Value = Benefits minus Cost’, where cost [...]

June 1, 2010 by Cindy Barnes

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The True Value of Christmas

Tags: Christmas, gifts, holiday season, pricing, value, value equation, value proposition
Posted in Uncategorized

I was musing recently if my true love had ever considered what I might value for Christmas.  If he had, I thought, I wouldn’t have received the 8mb memory card for my digital camera that I received last year.  I know this sounds ungrateful but if value = benefits – cost (where cost can also [...]

December 10, 2009 by Cindy Barnes

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