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6-3 Assignment: Increasing Value to Customers
Jennifer Moore
People Planet and Profit
QSO-321
Professor Steven Pautz
August 7, 2022
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It is important to create and increase customer value. This can enhance customer
experience, increase customer loyalty, and enhance customer satisfaction. Increasing value for
customers can also increase a brand’s reputation and increase market share – all of which
contribute to the company’s revenues and profits. In this paper, I will outline and describe two
initiative ideas that would increase value to customers.
Added Customer Value
The two customer-focused initiatives are 1) offering high-quality products and 2)
improving customer service. Offering better quality than competitors will increase value to
customers. Product quality is not all about greater design and durability; it is about how well a
given product meets customer needs (Indeed, 2021). Equally, improving customer service will
increase value to customers. Research has shown that emotion is the most significant element
of the customer experience. Customers are always influenced by the friendliness, warmth,
helpfulness, and cheerfulness of a customer service representative (Tracy, 2016). They are
more likely to come back when they are handled well by the customer service representative.
Added Business Value
