Dominating Markets with Value 

How to Create and Deliver Superior Value throughout the Customer Experience

Workshop presented by Dr. Reg Goeke of Market Value Solutions

Sponsored by J. M. Duffy Consulting   and    Michael Couch & Associates Inc.

The key to generating increases in revenue and market share lies in consistently creating and delivering superior value across the entire customer experience.  And the only way to consistently create and deliver superior value is to understand the key drivers of value and quality – from the perspective of your targeted market segments – better than anyone else. 

Led by one of the leading experts in creating and delivering value, this interactive workshop will focus on the fundamentals of Customer Value.  In addition, you will learn how to:

• Identify those factors that are “Critical to Quality” from a market perspective
• Shift from the metrics of customer satisfaction to the metrics of customer value to ensure better prediction of market share and business performance
• Transform a VOC (Voice of the Customer) information system into a VOM (Voice of the Market) system
• Evaluate the Quality/Price trade-off in the customer’s value equation
• Identify competitive value performance gaps that can be leveraged or remedied throughout the customer experience
• Redesign your customer feedback process into an ongoing monitoring system that proactively captures customer reactions to product, service, people, and process improvements.
• Make process improvements part of your competitive marketing strategies.

Dr. Reginald W. Goeke is the President of Market Value Solutions (MVS) and an Associate Director at the Institute for the Study of Business Markets (ISBM) at Penn State University.  Dr. Goeke has pioneered in the development of customer value management systems and specializes in the systematic deployment of customer information into effective competitive strategies and business performance improvements. 

Reg has authored or co-authored numerous articles and half a dozen books on using the voice of the market to drive business performance, increase market share, and improve profitability.  His most recent publications include: Value Driven Channel Strategy: Extending the Lean Approach (Quality Press 2006), Competing for Customers and Winning with Value (Quality Press 2006), and Strategic Six Sigma for Champions: Keys to Sustainable Competitive Advantage (Quality Press 2006). 

Dominating Markets with Value is proudly sponsored by: