Competitive Advantage of Customer Centricity by Sathit Parniangtong

Author:Sathit Parniangtong
Language: eng
Format: epub
Publisher: Springer Singapore, Singapore

As the buyer value for each market segment becomes clear to Best Bank, a value proposition is developed as an “alternative-offering concept.” For example, a value proposition built around the “service” concept will be proposed to the small-sized market segment as an alternative-offering concept. The service concept offers low-error service with problems resolved by next business day; customer service problems are handled from a central service center with resolution by e-mail, fax, and phone; account officers visit these customers on a quarterly basis; Best Bank charges a premium to the market rate for providing the “superior” service (see other alternative offering concepts in Fig. 5.18).

Fig. 5.18Alternative segment value proposition (Source: Internal consulting project)

Download

Copyright Disclaimer:
This site does not store any files on its server. We only index and link to content provided by other sites. Please contact the content providers to delete copyright contents if any and email us, we'll remove relevant links or contents immediately.