Customer Value Checklist


  1. Who is your customer?
  2. How does your customer experience value?
  3. What is unique about your value proposition?
  4. Are you competing primarily on price or value?
  5. Do you design products and services that deliver the desired value?
  6. Do you design effective sales and service channels?
  7. Do you recruit and equip employees to deliver and increase customer value?
  8. What are you willing to do to deliver better value?
  9. How have you added value to customers of late?

10.  Do you refine and measure the value proposition to ensure customer loyalty and retention?

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Advertisements

Customer Value Checklist


  1. Does your company do a good job of listening to its customers? Give a specific example of how listening resulted in improved service quality to your customers?
  2. Reliability is the ability of the company to perform the promised services dependably and accurately. On a 10-point scale, where 1 is unreliable and 10 perfectly reliable, where would you place your company and why?
  3. How well does your company perform the “service basics”—that is, knowing and responding to the fundamental service expectations in your industry?
  4. How effectively does your company manage the service design elements or systems, people, and the physical environment? Provide an example of how a lack of planning in one of these areas resulted in a “fail point” during a customer encounter.
  5. Service recovery refers to how effectively companies respond to service failures. Cite an example of when a service failure occurred in your company and how it was handled.
  6. Teamwork is an important dynamic in sustaining service workers’ motivation to serve and in minimizing service-performance shortfalls. Rate your company on its ability to foster teamwork on a scale of 1 to 10, where 1 indicates the absence of teamwork and 10 indicates maximum teamwork. How would you improve teamwork if you rated your company low on this attribute?
  7. Internal service is crucial to service improvement, as customer satisfaction often mirrors employee satisfaction. To what extent does your company assess internal service quality (i.e., asking employees about the adequacy of systems to support the service, how the systems interact and serve one another, and where service failures are occurring)? Give examples of how internal service might be measured in your company.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, Lectures, Line of Sight

Customer Value Checklist


  1. What are your current and targetted CR rates?
  2. Given your current defection rate, how often must you replenish your customer pool?
  3. Has your CR rate increased during the past 3 years?
  4. What is the lifetime value (LTV) of a customer?
  5. What is the cost of a lost customer?
  6. What percentage of your marketing budget is spent on customer-retention activities?
  7. On average, how much do you spend on current customers annually?
  8. What criteria does your company use for developing targetted retention programs by market segment?
  9. Do you invest more on high-value (A) customers?
  10. How does your firm use recency, frequency, and monetary value (RFM) analysis?

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please contact www.asifjmir.com, Line of Sight