Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit

delivers a measurable outcome.

most common alternative, though, is the ‘do-nothing’ option.

define the value experience that clients get

some example questions: What was it about the supplier’s offering(s) that you found most valuable? How have you reacted to the supplier’s newest offering? Does it stack up favourably against their old one(s)?

map them on to a two-by-two matrix for further refinement. The x-axis is ‘value to customer’. The y-axis is ‘differentiation from competition’.

Ask the question: ‘Why should the customer use our offering as opposed to using: a) one of our competitors or b) doing it themselves?’

You should ask: What are the most important factors when your customers are looking to purchase [product/service]? Who is the best supplier of this experience? What do you specifically like about this supplier? Do you always like to have a relationship with your supplier? What do you value beyond price/cost? What could we do to improve your experie

a key way of building profits is to build value propositions.

The Value Proposition Builder™ model, as you can see from Figure 4.1, has six elements that lead to the creation of the value proposition you are working on – whether that is at the corporate level or at the customer interface level: Market: understanding the specific group of customers you want to target. Value experience: defining and understandi