Creating Value for Leaders: Balancing the Interests of Customers, Employees, Investors, and the Marketplace

Cover
Endorsement Page
Half Title
Title Page
Copyright Page
Dedication
Table of Contents
Foreword by Professor Philip Kotler
Acknowledgements
About the Author
Introduction
	The Importance of Value
Chapter 1 Value
	Creating Value for Yourself Means Creating Value for Others
	What Is Real Value?
	The Impact of Culture on Creating Value
	The Sense of Value
	Using Customer’s Bill of Rights to Build a Customer Culture
	Value of Belonging: The Orphaned Customer
	Why “What’s in It for Me” Can Kill Value Creation
	What Does Being Secure Have to Do with Creating Value?
	Creating Value, Value Co-creation, and Value Destruction
	From Value Grabbing to Value Creating: Lesson for Leaders
	Is Value Co-creation Always Necessary
	The Value Co-creation Platform
	Wellbeing and Value Creation: Are They Two Sides of a Coin?
Chapter 2 Value Creation Education
	Example of Value Creation in Education: At the Michener Center, U of Texas, Austin
	Creating Value with Knowledge
	Training vs. a Learning Mindset in Value Creation
Chapter 3 Customer Value
	What Is Customer Value and How Can You Create It?
	The Eight Principles of Customer Value Creation
	Some Misconceptions about Customer Value
	The Memory of Your Experience Is More Important Than Your Experience
	Customer Value and Customer Satisfaction: Two Sides of the Same Coin?
	Can Customer Value Change Customer Behaviour and Vice Versa?
	Don’t Give Away Too Much to the Customer
	Steps in Value Creation Implementation: The Customer Department
	Customer Value Journey: Making the Journey Easy and Meaningful Creates Value
	Customers as Ambassadors
	How SMEs Benefit by Creating Value for Customers: A Case Study
	Does a Customer Seek Customer Experience?
	Customer-centric Circles, the Self-Directed Approach to Service and Mindset Changes
	Ease and Simplicity Creates Experience and Value
Chapter 4 Customer Value Starvation
	Air India, Whither Goest Thou, and Tata: How to Create Value
	Adding More Value Does Not Cost Much; Creating Low Value Does Cost You
	Value Creation Implementation Ideas. Avoid Value Destruction
	When Zero Defects Are the Norm, Why Not Zero Customer Complaints?
	Nuisance Value: Value Creation or Value Destruction?
	Value Deprivation
Chapter 5 Employee Value
	Employee Value Added Is Not What Companies Think!
	Value Creation by Employees
	Eight Tips for Value Creation for HR Professionals: Become Line Managers
	Employee Journey
	Using Employees to Build Market Place Foresight and Value Creation
	Do Specialists Create More Value Than Generalists?
Chapter 6 Businesses and Institutions
	Value Creation Is Output/Input
	Are Companies Loyal?
	The Real Sources of Value: Assets and Performance
	Value Creation and Destruction in Customer Value Constellations
	Four Types of Companies: My Learnings from Value Creation
	Nine Reasons Why Your Company Isn’t Creating Value
	Building Silos or Breaking Silos? Internal Customer Is a Flawed Concept!
	Management by Creating Value
	Does Value Creation Need Financial Incentives?
	Companies Misunderstand Price
	The Case for Value Creation Centres: Value Councils Go Beyond Pricing Councils and Innovation Councils
	Journey of a Customer Value Creation Evangelist: From Companystan to Customerstan
Chapter 7 Profits and Value
	How the Pure Profit Motive Destroys Value
	The Great Balancing Act: You Can Tip the Balance! Increase Profits
	Death of Profit: Customer Power Requires a Mindset Change to Improve Customer Retention and Profits
	Value Added Stories to Increase Price
	How Economics Creates Value
Chapter 8 Value Destruction
	The Ukraine War Showcases Value Destruction and Learning from It
	Look at Value Destruction to Create More Value
	Co-Destruction
	Value Destruction: Non-Value-Added Tasks Destroy Value
	Will Value Destruction Ace Value Creation? Big Brother: Google, Apple, and Microsoft
	Power and Value
	Money and Power: Motivators of Conscious or Unconscious Value Destruction
Chapter 9 Leaders, Executives, and Value Creation
	Value Creation and Leaders
	Can Non-Owner Stakeholders Select CEOs to Create Value?
	To Create More Value, Leaders Should Not Always Lead
	Fear: Value Creator or Value Destroyer for Leaders
	Trust Creates Value
	Should Creating Value Be Part of Leadership and Education
	Why Leadership Development Programs Fail: A Contrarian View
	Why Training Does Not Create Great Leaders?
	The Leadership Skill of Being Able to Unlearn: Create Value through Unlearning
	No Time for Customers? Conduct a Task Audit
	Are You a Value Creator or a Value Taker?
	The Chief Creating Value Officer
	Value Creation Implementation Ideas. Avoid Value Destruction
Chapter 10 Transformation and Value Creation
	Value Creation for Transformational Growth of an Organization
	Transforming companies through Value Creation, Not Value Destruction: The Balancing Act
Chapter 11 Purpose and Value Creation
	Our Purpose in Life
	The Purpose of a Company Defined by the World Economic Forum
	Why Purpose Creates Value
	What Is Value Creation and the New Purpose of a Company?
Chapter 12 Sustainability and Value Creation
	Creating Value through Sustainability
	Value Washing
Chapter 13 Disruption and Creating Value
	Creating Value in a Disrupted Marketplace
	Marketing and Disruption
	Creating Value Out of Value Destruction by COVID-19
Chapter 14 Marketing and Value Creation
	Marketing Must Prevent Customer Value Starvation to Increase Profits
	Can Marketing Be a Value Destroyer?
	Pitching Your Value Proposition: How to Focus on What Customers Value
	De-Commoditizing Commodities: Add Value
	Customer and Value Migration
	Value of Being Anonymous?
	Does Planned Obsolescence Destroy Value?
	My Terms or Yours: What Creates More Value?
Chapter 15 Value Creation and Technology
	Why Creating Value Is a Skill Needed for the Future with AI and Technology
	Technology as a Potential Value Destroyer
	CIOs Can Be True Value Creators
Chapter 16 Value Creation for Suppliers and Partners
	Are You Adding Value to Your Suppliers and Partners?
	The Supplier Strikes Back
Chapter 17 Value and Values
	Driving Businesses from Values: Values Create Value (And Higher Profits)
	Value and VBA
	Corporate Unconsciousness: A Wakeup Call
Chapter 18 Value Waiting to Happen and Innovation
	Value Waiting to Happen
Appendix A: Guide to Customer Value Creation Definitions
Index