1. Exceed Expectations with Value
Chapter 10
Exceed Expectations with Value

2. What is valuable in the mind of the customer
Objectives
What is valuable in the mind of the customer
What can affect a customer’s loyalty to you or your company
How to enhance customer’s perception of value

3. People expect to get what they pay for.
Define A + Value
Perceived value:
Subjective perception of the tradeoff between multiple benefits and sacrifices, relative to competition
People expect to get what they pay for.

4. Recognize the Cost of Diminished Perceptions of Value
A company's failure to perceive and then respond to customers’ diminished perceptions of value can destroy a company

5. Recognize the Cost of Diminished Perceptions of Value
Companies need to be aware of the constantly rising value bar.

6. Create an Enhanced Sense of Intrinsic and Associated Value
Perception of value is based on how customers view both intrinsic and extrinsic factors.
Intrinsic Value
Extrinsic Value
Does the product meet the customers needs?
Entire customer experience

7. Seven Ways to Enhance the Perception of Value
Packaging
Guarantees/Warranties
Customization
Memorable Experiences
Uniqueness and Shared Values
Credibility
Add-ons

8. A + Value and Your Employees
Apply the seven ways to your employees