If value is defined as benefits versus costs, what’s your company’s customer experience value ratio? Superior value is the objective of customers and marketers alike. And since customers hold the purse strings, marketers are compelled to view value as customers do. In the customer experience value ratio, the numerator includes product and service value, as well as image and personal value. We may often overlook or be unaware of some of the cost dimensions in the denominator: money … plus time, energy and psychic costs. In managing customer experience, the challenge is not only to maximize the numerator, but also to minimize the denominator. For the blog Customer Experience Optimization: at http://clearaction.biz/blog (3:07).

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