For over ten years, Pia Rautakorpi has been examining factors related to customer value, both for company owners and those in company boards. The main idea is straightforward: companies need customers, not the other way around. Customer value always exists in the customer’s mind. It’s the company’s job to turn the value perceived by the customer into cash flow, as Rautakorpi explains the business cycle around customer experience. In the video, Rautakorpi briefly discusses what owners, boards, and management should understand about customer value.
