By Michael Dell

  • See the big picture. It's not enough to just respond piecemeal to your customer's problems. You've got to be willing to invest in coming up with a solution to the immediate problem and look beyond it to see its bigger potential.

  • Run with the suggestions your customers provide. Ask yourself, "Is this a onetime event, or indicative of a trend? Is this an opportunity ripe for development? Go one step further and ask, "Is there another whole business here?"

Creating Superior Customer Value: 9 Questions To Answer

  • Always think bottom line but not just yours. Consider your customers' bottom line as well. Can you save them money, while enhancing partnership with them? Think strategically about your customers' businesses, and find ways to help them cut costs and increase profits, all the while improving how they can serve their customers.

  • Go beyond selling your products or services, and make yourself valuable to your customers as an advisor. Delivering expert advice with no strings attached does much to demonstrate that you are a trustworthy partner.

  • Be a student. It's an important to listen as to counsel. Customers can provide a much-needed perspective on products and services you may be too invested in to evaluate objectively. Since they're the ones who'll be buying, it's always better to know sooner rather than later.



How Do You Create Customer Value?

Love Your Customers

10 Lessons from Konosuke Matsushita

Invent a New Great Product

Add More Value for Your Customer

Customer Care

Customized Solutions for Niche Problems

Make Doing Business with You Easy

Customer's Perspective of Quality

Achieving Deep Customer Focus

Customer Intimacy

Loving Customer Relationships

Best Practices


Listening To Your Customers

Selling (and Silence)

Customer Feedback

P&G: Using Internet

Value Innovation

Innovation Is Love

Customer-driven Innovation

Customer Partnership

Beta-Testing a New Product


Retaining Customers

Selling Is Problem Solving

Customer Satisfaction >> Measuring

Service-Profit Chain

Customer Service