Here is a review left by a customer on a product. Would you say he was satisfied or dissatisfied?
Title: Wrong Perspective
Review: The authors failed to account for value (or equity) being measured from the perspective of the customer (and/or other stakeholders such as employees). It is the percieved equity that a customer holds for the business that entices them to maintain a relationship. It is specifically that equity that businesses should focus on. By studying the dynamics of 'that' equity they can better determine what individuals value and focus resources (where applicable) on making sure the equity is either preserved (elimination of barriers) or enhanced (by exceeding expectations).Businesses don't exist because they have something to sell. They have something to sell because someone is willing to buy it...they need to spend more time figuring out 'why' and enhancing that aspect of the relationship. It's a 'draw' not a 'push'.Based on the title I thought they had it right. They didn't.
