IN THIS SUMMARY
What values do customers seek in the marketplace? What do they want in products and services? How do they want businesses to operate? How do they want to be treated? And, how much sacrifice are they willing to make in return? In other words, what is their ValueSpace-the space where true across-the-board market value is created for customers, employees, and shareholders, alike?
ValueSpace reports on a study of Fortune magazine’s Most Admired Companies (those that combine exceptional customer value with an impressive bottom line) and offers a comprehensive framework, linked to the organizational processes required to drive it. Case studies and executive interviews from such market leaders as American Express, AutoNation, Caterpillar, 3M, SYSCO, Hilton, and others, provide decision makers at every level with specific, proven guidelines for effectively understanding, creating, and delivering the real province of true customer value.