Hardcover
Publisher: Harvard Business School Press
Whether their complaints are about customer-proof packaging, a never-ending voice mail loop, or a purchase that doesn’t live up to its claims, customers are consistently disappointed in their interactions with companies. And while experts say that the creation of "customer experiences" is the new requirement for success, few companies have managed to deliver. Now, veteran experience consultants Diana LaSalle and Terry A. Britton take businesses from concept to practice, offering a tactical guide to creating value-adding experiences around any product or service—whether the offering is candles or computers, catering services or consulting advice.
The authors argue that most managers remain stuck in a "features and benefits" mentality that zeroes in on what a product does. That focus needs to shift, they say, to what a product or service offers and how it affects customers’ lives. LaSalle and Britton provide a hands-on model for understanding the relationship between value and experience, and then show how companies can leverage that knowledge to transform ordinary products and services into experiences that customers consider extraordinary—even priceless.
Drawing from extensive research and the stories of experience pioneers, the authors introduce new systems—the "Experience Engagement Process" and the "Experience Event Matrix"—businesses can use to:
- Evaluate the entire consumption experience through the customers’ eyes
- Better understand what various customer groups value and why
- Identify areas where new dimensions of value can be added to an offering
- Eliminate customer sacrifice and increase rewards at every stage of the process
- Align products, service, and environment to deliver a complete value experience
- Translate experience creation into bottom-line profits
Lively, practical, and entertaining, Priceless helps managers, marketers, and strategists recognize exactly what customers want and how to deliver it. We’ll never look at what we sell—or buy—the same way again.
| Customer Reviews: |
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| Maybe good for business aliens |
| Customer Rating: 1 out of 5 |
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This book has no insight and the content is obvious. Seems like a collection of easy to read magazine business articles. May be interesting for people looking for an introduction to marketing.
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| A good book with focus on Value/Customer Experience, but can be better |
| Customer Rating: 3 out of 5 |
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In my humble opinion, this book can be highlighted by one single sentence on page 27, "When is a banana not a banana?"
With tons of examples, a few frameworks and six so called "Priceless Roadmaps" in the end of six chapters, the authors elaborate well the importance and means of making the transition from merely selling goods or services to delivering "Value Experience". Definitely worths your time and its price. Nevertheless, it can be even better if the authors had sought the professional advice of some editors to rearrange it into a more readable and organised way, say, summarizing the currently very piecemeal frameworks with more charts, figures and graphs.
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| Priceless Professional Services |
| Customer Rating: 5 out of 5 |
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One might think that the themes of "Priceless" are only for companies that sell consumer products. I have found that the principles apply to Wealth Advisors, CPAs, Law Firms, Insurance Firms and Banking. If professional service firms study and address the client value models and apply the recommendations of Diana and Terry they will build client loyalty and profitability. Great thought leadership and a fun book to read for anyone who wants to build client loyalty!
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| Nothing new |
| Customer Rating: 2 out of 5 |
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Quite disappointed. Nothing new. Recommend "How customers think" and "clued in" instead of this one.
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| my comment |
| Customer Rating: 4 out of 5 |
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Priceless is a good book I recommend people who are interested in marketing to read. The paragraph is easy to read and understand. There are lots of examples in the book trying to illustrate some theories which are hard to explain in words only. After I read the book, I appreciate some examples very much, only some small adjustments have made, the total result would be different. For example, there¡¦s an example is talking about how the product display on the shelf. Stores always place the products in a very high shelf which customers are difficult to get the one on that top of the shelf. This would waste resources if customers have to ask the staff for help in every time. So that, the store place a ladder near the shelf which the customers could get the product themselves. The most interesting example in the book is talking about the dessert¡XBanana. The dessert is not a very special one, but it is very expensive and many customers come to the restaurant just for this dessert. This is because the dessert was made in front of the customers. This special serving way creates an extraordinary experience to the customers, and this the dessert seems has a special value to the customers. To turning the ordinary products into extraordinary experience, one of the critical points is trying to understand the customers¡¦ needs and provide something exceed the customers¡¦ expectation which could delight the customer and make a memorable experience to the customers.
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