Your customer value is the key to success

Because … the higher the customer value, the more satisfied and loyal customers.

By customer value, we mean the value that your customers experience with your product or service. When your customers receive more than what it costs them, they experience a higher value. This creates added value. And the more added value, the more successful your organisation.

What customer value are you adding?

Customer value is created through contact with both external and internal customers, consciously but often also unconsciously. Do you recognise yourself in any of these examples?

“As a barista, I make an espresso with all possible care and attention. After all, I know from experience that this is how I connect with my customer. With more care and attention, I receive compliments, tips and see the customer return. With less care and attention, I get a pitying look or remarks and, in the worst case, complaints. I have learned, for example, that the right temperature of the cup (preheating it properly) helps enormously in serving an excellent espresso.”

“As an HR employee at a large service provider, I have a lot of contact with the employees of my organisation and I handle the HR activities as well as possible. For example, I organise standard exit interviews when employees leave the company, in which I ask them as many questions as possible about the positive aspects and points for improvement. I know that I am making an important contribution to the corporate image. After all, everyone who left us with a good exit interview looks back on our organisation with far more appreciation than those who did not.”

“In homecare, I always try to keep an eye on what could be better for the people I visit. I have noticed, for example, that they find it difficult when they don’t know that I am covering for someone else, or that someone is covering for me. They like to know in advance who is coming. Now we automatically let them know one day in advance from our planning system who is coming. Whenever I see things that could be improved, I make a note of it and pass it on to my colleagues so that they can work on it together as an improvement.”

Do you know how high your customer value is?

You know your products and services and you master your profession. But do you also know how you are doing with everything that is involved in delivering good work, such as high customer value? The LCB Scan© gives you an insight into where you stand, what is going well and what you should tackle first, both on an individual and on a team and organisational level.

Complete the LEANmeter and get the right impulse, it only takes 5-10 minutes of your time.