"One of my greatest pleasures and rewards is being able to
share the knowledge about Customer Value Management that I gathered
over the years as Director of Customer Satisfaction at AT&T.
Many people have helped me by sharing their knowledge with me.
One of them is a fellow named Harry Brungraber of Jacksonport,
Wisconsin. Now Harry and I built a log cabin together 20 years ago.
I always wanted to build a log cabin, I always liked the outdoors.
I cut trees, hauled logs, stripped them, put them up, and bought
a book on building log cabins. But I knew I had to get some help
so I befriended Harry, a 50 year old German who had built cabins
in the US since he arrived when he was about 19. It was a wonderful
experience of about 4 weeks, everyday he would teach me how to build
this cabin. We built a beautiful cabin and he would say every day
"Ray, I'll teach you everything I know and when I'm all done,
you still won't know nothing."
After many years of helping people get started with Customer Value
Management I understand what Harry was really trying to say. Every
day I learn something new about Customer Value and some days it
seems that even though I know a lot about it, I don't know nothing.
There is so much to know and so much to learn but I'll tell you
one thing, Harry and I built a beautiful cabin together. So I am
going to share with you what I've learned at AT&T and over the
last few years, working with companies like Fletcher Challenge New
Zealand, Nortel, Whirlpool, and Standard & Poors. My work with
these companies had taken me from Sao Paulo to Helinski and many
other places along the way. I've enjoyed meeting and working with
people who have been excited about building customer loyalty and
growing market share.
'Downunder' in Australia and New Zealand I work with my good friend
and colleague Rodger Gallagher. We have collected some of our notes
on what works and what doesn't when you are kicking off a Customer
Value Management project. Hopefully you can take some of what we
have learned and get yourself started on building the log cabins
that you want to build."