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Your customers come to you because of the value you provide. And your customers will choose your competition if you fail to keep providing value. So how do you prevent this?
By creating even more value.
Here’s how… There are four areas where you can focus to create more value for your customers. n two of the areas – your product and how it’s delivered – it’s hard to differentiate yourself. Others can easily copy your improvements
But in the other two areas…. that’s where your real opportunities lie. These are the areas in which you can form long-lasting relationships with customers who are committed to your organization and its success.
And these are also the areas that other organizations are most likely to overlook. Which means you can more easily differentiate your brand, attract loyal customers, and grow your market share.
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Below is an Autogenerated Transcript
So what do we got here? Four different categories of value.
One category is called the Primary Product. That’s the pizza. “Hello, IT.” That’s the quality of your code.
Another category is called the Delivery System. “Yo, yo, IT.” This is how easy and fast and user-friendly is it to work with you guys. Are you speedy? Are you dependable? Are you reliable? Do you report on time? Does your system work so I can talk to you?
The third category is the Attitude. The caring, the helpfulness.
The fourth category is called Ongoing Relationship. Do you, do people feel like you’re just trying to do a project or do they feel like IT is actually here committed to helping us succeed and grow and win and develop into the future?
Which of these four categories do IT professionals tend to get trained in during their academic education? Right. The code. Maybe they get some coaching on how to communicate with other people like, you know, systems and dialog and speed and time and SLAs and KPIs.
But those bottom two categories is where you can actually differentiate and stand out because so much in the top two categories is becoming commoditized. It all goes to the cloud. It all can be outsourced. It all can be… Why you?
Unless they say about you, “But our relationship with them, they understand us. They’re helping us succeed and grow.”
Now, which of these four categories do customers and colleagues appreciate and value? All of them. Put them together and you get what’s called the big picture.
It is the experience that people value, and the experience is made up of all four categories.
