“Why?” is a child’s favourite question. Answers to her persistent “why?” teach her deep lessons about the mysterious world of grown-ups. Yet she never runs around asking “what?” She can already see what “what” is with her own eyes. In the same way, voice of the customer, customer satisfaction, and big data analytics are all [...]

March 7, 2013 by Helen Blake

Value like beauty is contextual; it’s in the eye of the beholder.  It depends not only on functional, rational factors such as price, security and speed but also on emotional factors such as, ‘what’s in this for me?’, and ‘how will this make me look?’. People are often unaware that they are making buying decisions [...]

February 25, 2013 by Cindy Barnes

We are now offering one-day value proposition training workshops to executives wanting to create and harness their value proposition – the crucial ‘what’ of customer experience strategy and management. So, if you want to stop wasting time and money and do want to learn how to provide tangible value for your customers, then click the [...]

July 30, 2012 by Helen Blake

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

There is a big spectrum in good communication between what constitutes marketing spin versus what is a totally honest representation of your business, or you as an individual. We are advocates of discovering and harnessing what constitutes value. And this value has to be real – in other words truly valued by your ‘customers’ – [...]

May 4, 2012 by Cindy Barnes

This is such a great book and the quality, quantity and overall rigour of the research is hugely impressive. I anticipate books based on extensive research to be a difficult read but, on the contrary, Matt and Brent give us a thoughtful, focused, concise and yet easy writing style making the book a joy to [...]

April 25, 2012 by Cindy Barnes

Most of us remember the story of the Emperor’s new clothes.  For those who need a refresher – the story tells of the Emperor who cared for nothing but his appearance and attire and who hired two tailors who promised him the finest suit of clothes from a fabric invisible to anyone who is unfit [...]

October 28, 2011 by Cindy Barnes

Now we all know rationally that nothing in life is easy and that a bit of blood, sweat and tears usually pays off with a good result. But as humans, secretly and emotionally we hope for (and are always on the look out for) the quick answer and the short-cut solution – the infamous ‘silver [...]

October 19, 2011 by Helen Blake

The ‘Value Proposition Builder’ has six phases, or inputs, that lead to the creation of your Value Proposition, the output of which can be a statement, a full template or a range of high level messaging which is then used as the internal ‘blueprints’ for all your sales and marketing communication. This first Market phase [...]

August 19, 2011 by Cindy Barnes

How do I create my online value proposition is a question I get asked often. When I say that it’s still about strategy and planning, I can see people’s eyes glaze over. I know they’re thinking, “but this is too hard, will take too long” or “yes, but, I want to do stuff now, not [...]

August 18, 2011 by Cindy Barnes