Steward & Associates

Fixing your position and providing direction

 

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Customer Value Analysis

The single most important factor in a customer’s buying decision is the value of that product or service, as perceived by the customer.  Customer Value Analysis (CVA) gets to this key issue in a way other methodologies like customer satisfaction cannot. It lets you know how you stack up against your competition and assists in prioritizing the areas that have the most impact on value.

S&A is a pioneer in developing a CVA approach that not only tells you how much value your customers feel your offering has and how you compare with the competition, but also probes to let you know what your organization needs to improve to get the results you want.

Research has demonstrated that product and service quality and price together"drive" value.  Value, in turn, "drives" Loyalty.  S&A’s definition of loyalty is simple:  retention of existing customers and acquisition of new ones.  Key to this research is S&A’s CORpoRATE^TM questionnaire design for use in statistically deriving the impact weights of product and service components for prioritization across the many elements that are important to customers.   This enables you to understand your market three-dimensionally -- your company’s performance relative to the competition, the impact of each dimension and the linkage to bottom line performance -- making this technique a very actionable and useful tool for building customer loyalty.

For more information on Customer Value Analysis, please view our white paper located under Articles.

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