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Index
COVER PAGE
TITLE PAGE
TABLE OF CONTENTS
EPIGRAPH
PRAISE
ACKNOWLEDGMENTS
PREFACE
INTRODUCTION
CHAPTER 1
The Eye of the Storm: The Forces ...
The Perpetual Scavenger Hunt for Values
CHAPTER 2
It Doesn’t Have to Be That Way: ...
Creating a Consumer-Relevant Company
The Attribute Value Matrix
Striking the Balance
Wal - Mart: Theory into Practice
CHAPTER 3
Applying the Conceptual Model to Price
Case Study - Dollar General: “Value for Your Dollar”
Consistency and Honesty in Pricing
Easy Access Brings the Traffic
Driving It All: Simplicity and Values
Challenges for the Future
CHAPTER 4
What Consumers Really Want
Applying the Conceptual Model to Service
Case Study - How Superquinn Keeps Customers Coming Back
Service and More Service: The Boomerang Principle
Bringing Quality Products to Market
Empowerment Is the Key to Great Service
Case Study - Tremor: Whole Lot of Shakin’ Goin’ On
CHAPTER 5
Applying the Conceptual Model to Access
Winning on Access
Case Study - Circles: Where Access Is the Product
CHAPTER 6
The Essential Elements of Product: Quality, Depth, and Breadth
Extending the Product Attribute
Applying the Conceptual Model to Product
Case Study - Record Time: Playing to the Tune of Relevancy
CHAPTER 7
Applying the Conceptual Model to Experience
Case Study - Southwest Airlines and Midwest Express: Bringing Civility to the Air
Case Study - Campbell Bewley Group: An Authentic Experience
The Bewley’s Experience
Uncompromising Product Quality
The People Challenge
Case Study - Gourmet Garage: The Rock ’n’ Roll Supermarket
The Gourmet Garage Experience
The Budget Gourmet
Future Challenges
CHAPTER 8
The Human Side of Relevancy
Where Leadership Comes In
Making Better Pancakes
CHAPTER 9
SELF-DIAGNOSTIC: SUPPLY CHAIN
CHAPTER 10
The Case for the Future and the ...
What We Can (Tentatively) Know ...
Into the Ether: Consumer Relevancy Online
Price: The Price Was Right ... and Wrong
Service: Don’t Worry About a Thing, ...
Access: Flying the Friendly Ties
Product: Mirror, Mirror in My Hand
Experience: Color My World
NOTES
ABOUT THE AUTHORS
ALSO BY RYAN MATHEWS
COPYRIGHT PAGE
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