MBACC4
VALUE DELIVERY
Every successful business actually delivers
what it promises to its customers.
There’s a term for a person who takes other
people’s money without delivering equivalent value:
"scam artist."
Predictability
“I have always believed that for a product or service to thrive, it must deliver quality. A fine product or service is its own best selling point.” — Victor Kiam, former owner of Remington and the New England Patriots football team
Key Ideas:
- Predictability means providing exactly what the customer expects. Unexpected surprises are only good as long as you provide what the customer is looking for.
- There are three factors that influence Predictability:
- Uniformity. It means delivering the same characteristics every time.
- Consistency. It means delivering the same value over time.
- Reliability. It means being about to count on delivery of the value without error or delay.
- The more predictable you become, the more you’ll increase the perceived quality of your offering.
Questions for Consideration:
- How consistent is the value you’re offering to your customers?
- How reliable is your offering?
- How can you ensure every paying customer receives the value they paid for at the same high standard?