Customer Value Value Innovation   Add More Value (MVA) for Your Customer   By: Michael Hammer     As Michael Hammer puts it, "MVA means that you give the customer more, perhaps far more, than you ever have before." MVA "goes beyond simplifying your customers' interactions with you to delivering solutions to your customers' problems, of which your products and services in their native forms are but small pieces..."     "You can visualize the principle of MVA as a ladder with your product at the bottom and the solution to your customer's problems at the top."   Marketing Laws Leadership   Smart & Fast Customer Success 360       "The more help you provide your customers to fill that gap, the more value you add to them, which, of course, differentiates you from your competitors who are still scrambling around at the bottom of the ladder."   Customer Experience as a Love Journey Customer Service as a Differentiator     "Also, it is to your advantage to control as much of the ladder as you can ‒ customers will be less likely to abandon you in favor of someone else, lower down the ladder, who offers less value. At the same time, your opportunity for margin and profit increases." 7 Routes to High Profits 80/20 Principle of Profit  Growth       Five Strategies To Add More Value for Your Customers       ① Think of yourself as a provider of solutions, rather than of products or services.   Customer Needs Create Customers     ② Distinguish between what you are selling and what your customer is buying.   Marketing Is All About Perceptions     ③ Take a broad view of your customer's underlying problems that go beyond you and your products.   Listen To Your Customers     ④ See what your customers do with what you give them, and either do it for them or help them with it.   Loving Customer Relationships     ⑤ Price in terms of value rather than cost.   Contextual Customer Value Proposition   Smart & Fast Customer Success 360       Design Thinking  →  for Innovation  ▪  Customer Relationships     Love Your Customers  ▪  Innovation is Love     Gain Sharing Gain Sharing helps ingrain customer-driven innovation in corporate culture and operations.   Innovative Value Incentive Motivation   Customer Value Journey  >>  Customer Experience  >>  Love Story Value Chain  ▪  Service-Profit Chain  >>  Obstacles Value Innovation  >>  Yin & Yang  ▪  Customer-driven Innovation         Failure Stories  →  Why Google+ Failed  |  BlueSnap keeps reducing value for its customers