Clued In: How To Keep Customers Coming Back Again and Again

Chapter 6. Approach to Experience Value Management

Managing experience as the value proposition requires a shift from a make-and-sell mentality to that of sense-and-respond. Implicit in this is a commitment to a customer focus.

Most of us have grown up in a world that fostered an appreciation of the value and importance of process, from the efficiencies of assembly line production introduced by Henry Ford and later to the refinement and maximization of that model through quality control and continuous process improvement.

The notion of process improvement through quality management came very early in my own development. I grew up in the late 1950s and early 1960s, and I recall textbooks on statistical quality control stacked on bookshelves in ...