Value Moments is a blueprint that any organisation can follow in order to exceed customer expectations and drive sustainable customer loyalty

  • VM Concept

    The concept will enable you to effectively target those “Value Moments” which deliver highest impact on customer loyalty and engagement.

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  • VM Process

    Value Moments Implementation Process has 8 key stages, from commencement through to development of Action & Improvement Plans

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  • VM Reports

    Dedicated VM IT platform aids planning and measurement, and is used to collect, report, and visualise performance information

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  • VM Finance

    VM has been developed as a customer-related tangible asset that can be integrated into your organisation's balance sheet

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What is Value Moments

Each moment within a customer’s experience is not equal. Value Moments allows organisations to diffuse the current customer experience, segment and analyse the customer interaction points and devise a blueprint that shows which interaction points are more significant in heightening the overall customer experience — Value Moments aligns and focuses an organisation’s efforts in the areas that contribute most to a "perfect" customer experience.

Providing a visual epiphany for executives everywhere who can't figure out why they are not exceeding customer expectations, Value Moments is a blueprint any organisation can follow in order to exceed customer expectations and drive sustainable customer loyalty.

Value Moments Book

Value Moments – Discover what your customers really value - then deliver it.
By Robert M. Keay

Providing a visual epiphany for executives everywhere who can't figure out why they are not exceeding customer expectations. Order Now