7 Sources of Customer Value: A Framework for Measuring What Really Drives Brand Growth | Quadrangle скачать в хорошем качестве

7 Sources of Customer Value: A Framework for Measuring What Really Drives Brand Growth | Quadrangle

Most brands measure satisfaction. Few measure value. In this session, Ben Skelton (CEO), Alex Lewis (Partner) and Alison Camps (Chairman) of Quadrangle introduce The 7 Sources of Customer Value — a proven framework for understanding what customers truly value and how it drives brand preference, loyalty, and growth. Traditional metrics like NPS or CSAT tell you how people feel, but not why they feel that way. The 7 Sources of Customer Value goes deeper, mapping both functional and emotional drivers of perception — from trust and quality to ease, engagement and brand fit. Drawing on decades of research and millions of customer interviews, this approach bridges brand, customer experience and business performance — helping leaders see their organisation through customers’ eyes. You’ll learn: Why customer perception of value is the strongest predictor of commercial success The 7 universal “sources” that shape how customers evaluate brands How value differs by category (banking, retail, travel and more) Why traditional measurement models like NPS fall short How to use this framework to unite brand, CX and proposition teams This is more than a measurement tool — it’s a system for understanding, designing and delivering what matters most to customers. Watch more insights on customer value and brand performance from Quadrangle. Timestamps: 0:00 Introduction – why measure customer value 1:15 Origins of the 7 Sources framework 3:25 Why value to customer drives value to brand 6:10 Functional vs emotional sources of value 9:20 Why NPS isn’t enough 11:05 The seven sources explained 14:30 Category differences: banks, fintechs, and retail 18:40 How brands can apply the model 22:00 The future of measurement and AI-driven discovery