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Customer Service: Creating Customer Value

Video Introducing this tutorial


Introduction
Welcome

1. Why Value Matters
The challenges of the search-and-switch marketplace
Why value matters

2. Pass the "Worth It" Test
Eliminate switching by creating difference
Know your customers' NBA (next best alternative)
Know why customers value you
Make price part of your value story

3. Do Differentiation Right
Pay big attention to what people do
Build value around things that will not change
Tell your value story

Conclusion
Creating your 10-day value plan