See how we can deliver more value to change the service to customers
e saw only a few examples of what those actions that we can put into practice so that those customers may perceive that we are giving more value for the products or services they are delivering and why they should buy from us instead of our competition.
Then we can find six different strategies for creating value and ways to deliver our customers the “plus” that we can differentiate and some examples of each.
VALUE CREATION STRATEGY FOR CUSTOMER
1. MAKE LIFE EASIER CLIENT (COEFFICIENT OF CONVENIENCE).
2. PROVIDE MORE RESULTS.
3. TAKE OWN THE PROBLEM AS YOU.
4. EMPOWERING CUSTOMERS THROUGH KNOWLEDGE.
5. MANAGING THE COMPLEXITY OF THE CUSTOMER.
6. CUSTOMER INVOLVEMENT IN CREATING VALUE.
7. Provide more options.
The ratio compares the desire for convenience purchase with the annoyance factor that causes the customer that purchase.
C. CONVENIENCE = DESIRE TO PURCHASE / nuisance factors
If the ratio is high, the customer has no reason to leave but the lower, the more difficult it is to buy and less to return.
1. MAKE LIFE EASIER
- Location: right situation – direct and free communication.
- Time range: give all the information in one place.
- Payment options: check – cards – bonds – etc.
- Hours: 24 / 7 – easy to do business.
- Ease of correction: correct the mistakes.
- Ease of use.
- Home delivery – customer service.
2. PROVIDE MORE RESULTS
- Challenging the assumptions over time.
3. TAKE OWN PROBLEMS AS A CUSTOMER
- Responsiveness to customer problems.
- Promise and deliver.
- Create price bands for different levels of service.
- Provide guarantees. Or discounts if the agreement is not met.
4. KNOW AND UNDERSTAND THE BUSINESS
- Who is the competition?
- What and how is the economy?
- What are the critical success factors?
5. Empowers customers through Knowledge
- To teach and train customers.
- Allow calls or interventions for comment or information.
6. MANAGING THE COMPLEXITY OF THE CUSTOMER
- Know and understand the weaknesses of the client.
- Assist the client to make key decisions.
- Provide critical information when needed – catalogs.
7. INVOLVED IN CREATING CUSTOMER VALUE
- Finding ways to share costs (furniture w / arm)
8. PROVIDE MORE OPTIONS
- Know the desires of customers and limited to them.
- Eliminate unnecessary and costly options. The main problem is to give businesses many options with a large percentage of error and the client wants only the correct options.
- Additional Include our business – do you really going to work?
The question now is: DOES YOUR VALUE PROPOSITION?
Keep in mind some indicators that may occur and we have to think that something is not going well:
Vendors claim something new.
New ideas or systems that will leave you competitive disadvantage.
They are losing business in competitive situations.
Customers ask, “Why do I have to pay for it elsewhere … If they give me free?”.
Competitors will have the accounts and customers.
Competitors point out that customers do not provide.
The aim should be to outperform the competition with something that can not be overcome.
To create successful value-added programs must take into account everything said: identify the client, set its value, to listen to their wishes or needs. It is also important, listen to personal contact with the client (PCC), vendors, who are usually more familiar to customers and listening to their requirements. We must train the P.C.C. so you can get helpful information from customers in every encounter, in every interaction. You can also “borrow” ideas from another business that can be adapted or applied to the segment where we sell our products or services.
We must be aware that add value, or generate a value-added program, it may cost some money, but we must also understand that it is money well spent and that certainly will pay off in the short or medium term.
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Posted in Business info, Customer service | 
Tags: few examples, free communication, nuisance factors, products or services