Table
of Contents (Detailed)
Chapter 1. ValueSpace:
The Magic Land for Winning Customers
o
Customer Value or
Shareholder Value?
o
Customer Value— the
Missing Link
o
Our Research Project:
Learning from the ‘Most Admired’ Companies
Chapter 2. A
Framework for Creating ValueSpace
o
Three Market Values
Customers Seek: Performance, Price, and Personalization
o
Drivers of
Performance Value: Quality, Innovations, and Customization.
o
Drivers of Price
Value: Target Costing for Fair Price and Lean Operations for Value Price
o
Drivers of
Personalization Value: Easy Access, Rapid Response, and Relational Nurture
o
Value Added Services:
Stretching the Value Boundaries
o
First Things First:
Value Hierarchy Home
Chapter 3. Customer Focus: The Launch Pad for ValueSpace
o
The Logic of Being Customer-Centered
o
Customer-Centeredness
at:
o
American Express
Establishment Services
o
Xerox Business
Services
o
3M
o
Rosenbluth
International
o
Hilton Hotels
Corporation
o
Customer-Centeredness:
The Launch Pad Home
Chapter 4. Performance
ValueSpace
o
The Logic of
Performance Value
o
3M: Quality,
Innovations, Customization
o
Xerox Business
Services: Customer Amazer in Performance ValueSpace
o
American Express
Establishment Services: Performing to Grow the Merchant's Business
o
Rosenbluth
International: Performance ValueSpace in Travel Services
o
Hilton Hotels:
Inventing Performance Value in Putting Heads to Bed.
o
PPG Industries: Fine
Chemistry in Performance ValueSpace
o
SYSCO Corporation:
Building Performance ValueSpace in the Foodservice Industry
o
AutoNation: Crafting
Performance Value in Car Retailing
o
Winning the Market
Leadership in Performance ValueSpace
Chapter 5: Price ValueSpace
o
The Logic of Price
value
o
Rosenbluth
International: Making Its Forte in Price ValueSpace
o
SYSCO: Documenting
the Price Value
o
3M: Price Value by
Total Solution Costs
o
AutoNation: No-Hassle
Pricing
o
PPG: Price Value
through Tight Process Controls
o
American Express
Establishment Services: Being Prepared to Meet the Price Pressure
o
Xerox Business Services:
Focus on Value Pricing
o
Hilton Hotels: Eyes
on Value Price
o
Price ValueSpace: A
Double-Win Strategy Home
Chapter 6. Personalization ValueSpace
o
The Logic of
Personalization ValueSpace
o
SYSCO: Building Personalization
ValueSpace One Customer At A Time
o
American Express and
Personalization ValueSpace
o
PPG: Treating
Customers Well
o
3M: Pushing ETDBW
Higher
o
Rosenbluth
International: A Maestro in Personalization ValueSpace
o
Hilton Hotels:
Personalization through 'Hilton Pride'
o
Xerox Business
Services: Personalization through Partnership
o
AutoNation: Share of
the Customer's Garage
o
Personalization
ValueSpace: Delighting The Customer Galore
Chapter 7. ValueSpace Expanders
o
Stretching the
ValueSpace Boundaries
o
ValueSpace Expanders
at 3M
o
Rosenbluth: Helping
You Manage Your Travel
o
Hilton: Frequent
Guests Can Have It All!
o
American Express:
Growing Merchants' Business
o
ValueSpace Expanders
at SYSCO
o
ValueSpace Expanders:
Many Roads, Same Goal Home
Chapter 8. Caterpillar:
Rock-Solid Customer ValueSpace from Yellow Iron
o
Customer-Centeredness
o
Performance
ValueSpace
o
Building Price
ValueSpace
o
Personalization
ValueSpace
o
Corporate Values as
the Foundation for Building Customer ValueSpace
Chapter 9. UPS:
The Big Brown’s Package for Customer ValueSpace
o
Being
Customer-Centered
o
Creating Performance
ValueSpace
o
Quality Obsession
o
Innovations
o
Customization
o
Building Price
ValueSpace
o
Lean Operations Home
o
Building
Personalization ValueSpace
o
Rapid Response and
Relational Nurture
o
ValueSpace Expanders
o
'Do It My Way'
Chapter 10. Fossil: Crafting ValueSpace in Niche Markets
o
Performance
ValueSpace
o
Design Distinction
o
Innovation: Rampant
Creativity
o
Emotional Bonding
o
Price ValueSpace
o
The 'Sweet Spot'
Pricing
o
Personalization
ValueSpace
o
The Quick Response
System
o
Wrapping Around
Retailers Operations
o
The Magic of the Tin
o
Customer Focus
o
The Empathy of the
Surrogate Consumers Home
Chapter 11. ValueSpace Building Processes
o
Top Management
Commitment and Sound Strategic Vision
o
Driving Quality
Obsession
o
Driving Innovations
o
Driving Customization
o
Building Price
ValueSpace
o
Driving Fair Price
o
Driving Value Price
o
Building
Personalization ValueSpace
o
Driving Easy Access
o
Driving Rapid
Response
o
Driving Relational
Nurture Home
Chapter 12. Customer Value,
Value Discipline, and the Pursuit of Excellence
o
Our Debt to Old
Masters
o
In Search of
Excellence: Peters and Waterman,
1984
o
Built to Last: Collins and Porras
o
The Discipline of
the Market Leaders: Treacy and
Wiersema
o
Embracing the Old
Wisdom and Moving Forward Home
Chapter 13. A Roadmap for
Action
o
Myth One:
"Nobody Can Do It All"
o
Myth Two: "We
Are Already Doing It!"
o
Ready for Action? A
Roadmap
o
Value Audit
o
Bridging the Gap
o
Leading the Customer
o
The Reinvention of the
Corporate Self Identity
Epilogue:
The Science and the Art Go to
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