This infographic is an interesting piece about maximisation of the amount of value that you gain from a customer. It demonstrates a statistical and mathematical approach to mapping the engagement with customers in their day to day interaction with you. It uses the very corporate example of Starbucks however the concept still holds true. It suggests something acin to the famous moments of truth technique used by Swedish Airlines and suggests that we should be calculating the aggregate possible value available.
If you adopt this philosophy in an SME context we believe that it will help to focus on those value adding activities that will drive ‘stickiness’ in your customers and hence drive up the lifetime value of customers.
Read the full infographic here.