Value is in the Eyes of the Customer

The Subjective Theory of Value states that value of a product or service is based on the subjective importance of it to an individual. You can read more about the details and economic theory behind this on the link here.

Lets look at this theory in the light of customer relationships. There is evidence all around us that the value of certain relationships is different from customer to customer. Where one will value a social network presence of an organization more than visiting their physical office, others will have a different opinion.

The Golden Rule and the Customer

Recently, I read a post from Don Peppers, talking about what it would take to make a genuinely trustable airline.  In his post he refers to the Golden Rule, "Do onto others as you would have them do onto you." That sparked a thought in my mind about how we treat our customers today.

Do we really follow this rule? A bigger question is, do we need to?

Creatively Delighting Your Customer - A Story of Buying Online.

The online store is a common phenomenon these days. For some organizations, it is their main point of sale and reason for their growth. Remember Amazon? However, online shopping is not everyone's cup of tea. Some people prefer going to the regular brick & mortar establishments.