This article takes a critical look at what is holding organizations back from implementing value creation. It highlights some of the current misguided thinking of the past 20 years and suggests ways to change the thinking. The financial benefit of these changes is discussed, and ideas for the implementation of a new value creation culture based on complaint management are suggested. It is now up to the managers to implement.
HykenS. (2021). The 2021 ACA study: The state of customer service and CX. https://hyken.com/wp-content/uploads/ACA-2021-V2.pdf
7.
HykenS. (2022). The biggest customer service training mistake. Forbes. https://www.forbes.com/sites/shephyken/2022/01/16/the-biggest-customer-service-training-mistake/?sh=53e0919c3ed6
8.
MahajanG., & VieiraW. (2021). Customer value starvation can kill. Business Expert Press.
9.
ParasuramanA. (2002). Service quality and productivity: A synergistic perspective. Managing Service Quality, 12(1), 6–9.
10.
PicoultJ. (2021). Skimpflation is here, will consumers have the courage to fight it?https://www.forbes.com/sites/jonpicoult/2021/12/16/skimpflation-is-here–will-consumers-have-the-courage-to-fight-it/?sh=26897ec6399b
11.
ReichheldF., & MarkyR. (2006, August). Blowing the whistle on bad profits. Strategic Management Finance, 88(2), 8.
12.
SchlesingerL. A., & HeskettJ. (1991). Breaking the cycle of failure in services. Sloan Management Review, 32(3), 17.
13.
TindellK. (2014). Uncontainable: How passion, commitment and conscious capitalism built a business where everybody thrives. Grand Central Publishing.