On Art Weinstein’s superior customer value … in the Now Economy

ABSTRACT

Customer value, technology, and Now Economy challenges and opportunities are providing today’s businesses with innovative ideas and new business models to design, create, add, and deliver value to their customers and other stakeholders. As today’s business organizations grapple with the hypercompetitive marketplace and marketspace while facing segments of more demanding, sophisticated and hard-to-please customers, they must ensure that they master both purpose and process as they streamline activities to meet or beat the competition in creating and delivering top-notch service and quality to customers. Among the elements of customer value (S-Q-I-P: service, quality, image, and price), Art Weinstein contends that the service factor must reign supreme in a service-dominant economy and that companies must seek to deliver the highest level of service by having a customer-centric philosophy that drives business decisions. Designing and delivering superior customer value goes far beyond this, and Art Weinstein clearly understands and expresses this in his book, Superior Customer Value: Finding and Keeping Customers in the Now Economy (Fourth Edition). In examining his work, we will see that Art Weinstein not only provides us with veritable templates but also plans, programs, examples and guidelines on how to find and keep customers in the Now Economy.

KEYWORDS:

• Co-creation of value
• customer-centric philosophy
• new economy
• service-dominant economy
• S-Q-I-P model
• superior customer value

Disclosure statement

No potential conflict of interest was reported by the author.

Additional information

Notes on contributors

Donovan A. McFarlane

Donovan A. McFarlane, EdD, DBA, Associate Professor of Business in the College of Business at Westcliff University, teaches in the MBA and DBA programs. Dr. McFarlane previously served as an Adjunct Professor of Marketing in Nova Southeastern University’s Huizenga College of Business and Entrepreneurship where he taught Marketing and Customer Value in the MBA program. He has taught Marketing at the college-university undergraduate and graduate levels for over 14 years. He is published in the Journal of Strategic Marketing, Atlantic Journal of Marketing, International Journal of Nonprofit and Voluntary Sector Marketing, and Journal of Marketing and Consumer Research. Dr. McFarlane has taught at several other institutions including Florida International University, Barry University, St. Thomas University, and Broward College.