competition for customers, every benefit that a company offers and can
communicate counts. Basically, benefits arise where customer requirements are
fulfilled. Certain services may already
offer some benefits that companies are unaware of. Others may still have to be developed or expanded. It is
therefore useful for companies to have a checklist of all potential customer
benefits with which they can review their services to see if there are any
beneficial factors that they may not yet have communicated or if there are some
that need to be developed or that could be developed even more successfully.
- Emotional benefit: Do customers experience the company as likeable and competent?
- Relationship benefit: Do customers know the respective contacts in the company and do they value their skills?
- Explanation benefit: Can customers assess the company's performance?
- Individualization benefit: Does the service exactly match the customer's needs?
- Relief and security benefit: Does the company relieve its customers of tasks and also accept the associated risk?
- Quality benefit: Is the service quality of the products and processes optimized for the customers?
- Innovation benefit: Does the company work with innovations to ensure its customers' future success?
- Speed and flexibility benefit: Do the customers remain flexible?
- Economical benefit: Do customers reduce their costs and increase their income with the provider's help?
- Coordination benefit: How well do companies manage the transitions to internal and external interfaces?
Whether it is one benefit or
a combination of benefits that characterize a service or make it unique is
always based on the customer's assessment. Decisive for companies is to
identify really important customer benefits and focus on guaranteeing them