If you’re a business owner, you’ve probably felt this before…
You offer a great product, your pricing is fair, your service is solid… and yet customers still choose someone else.
It’s frustrating, right?
Here’s the truth I’ve learned coaching businesses for years… In most industries, your core offering is no longer enough to stand out.
Competitors can…
So how do you make sure customers not only choose you once, but keep coming back and telling their friends about you?
The answer… Value-Added Services.
These are the little (and sometimes big) extras that,
In fact, studies show that 89% of companies compete primarily on customer experience rather than just price or product.
That’s exactly what value-added services in business are all about (creating an experience that’s so good, customers won’t even think about switching to your competitor).
In this blog, read how to add value to your services, its benefits and examples.
Get started!
In simple terms, value-added services are the extra benefits or perks you give customers BEYOND your main product or service.
They’re the “cherry on top” that makes people feel they’re getting more than what they paid for.
Think of it like this!
If your core product is the cake, value-added services are the frosting, decorations, and personalised message that make people smile when they see it.
In business terms, value-added services in business…
Why Does It Work?
When you provide added value customer service, you’re not just selling a product. You’re showing customers that you care about their overall experience. And in a world where 86% of buyers are willing to pay more for better service, that’s powerful.
As a business coach, I always tell my clients… “If you want loyal customers, give them something they didn’t expect and do it consistently.”
Here’s why value-added services in business make such a difference.
In a competitive market, customers often have 5 to 10 similar options to choose from.
A simple complimentary add-on, like free installation, a welcome kit, or free product samples, gives them a clear reason to pick you.
It’s a low-cost way to stand out without slashing prices.
When you make customers feel special, you create an emotional connection. Not just a transactional one.
For example!
A cafe that remembers your usual order makes you feel valued. Over time, that loyalty is worth more than any one sale.
People love sharing positive surprises.
Send a personalised thank you message after a purchase, and customers are likely to screenshot it and share it on social media.
That’s free advertising and more credibility than any paid ad.
If you only compete on price, someone will always be cheaper.
But when you focus on added value customer service, you make price less of a deciding factor.
Competitors can match your product, but not the way you treat your customers.
Premium products and premium service create the impression of higher quality.
For example, an online store offering free express delivery and gift wrapping can charge more because the service feels elevated.
When you’re consistently adding value to clients, you become a trusted partner rather than just a supplier.
This makes customers more likely to share honest feedback, trust your recommendations, and give you repeat business.
Acquiring a new customer can cost 5-7X than keeping an existing one.
When you provide ongoing value-added services, like membership discounts/exclusive early access to new products, customers have more reasons to buy from you again instead of trying someone else.
Once customers trust you and feel valued, they’re more open to exploring premium products or premium services.
For example…
A salon offering a free hair consultation might recommend a higher-end treatment, and customers are more likely to say yes because they feel you’ve invested in them first.
Every extra touchpoint, whether it’s a thank you message, a surprise discount, or personalised advice, reinforces your brand as one that cares.
Over time, this builds a reputation that attracts customers without heavy marketing spend.
In tough times, many businesses cut back on customer perks.
If you maintain your added value customer service when others don’t, you stand out even more, and loyal customers will remember that long after the economy improves.
The benefits of value-added services aren’t just “feel good”. The ROI can be measured and tracked.
Measure…
If those numbers are climbing, your value-added efforts are paying off.
Starbucks could just hand you your coffee and send you on your way.
Instead, they write your name on the cup (sometimes with a smiley or quirky spelling) and pair that with their Rewards App, offering free drinks, birthday treats, & early access to new menu items.
It’s a simple, scalable added value customer service move that makes each customer feel recognised and rewarded.
This personal touch, combined with a loyalty program, keeps millions of customers coming back daily, even though there are cheaper coffee options on every corner.
Amazon didn’t just create faster shipping. They turned it into a premium service package with Prime.
For an annual fee, customers get…
The perceived value is so high that customers rarely cancel, and they often buy more because they know shipping is “free.”
This bundling of perks shows how value-added services in business can shift customer behaviour entirely.
Once people sign up, they tend to buy more frequently and remain loyal for years.
Apple could simply sell devices and leave customers to figure things out.
Instead, they offer complimentary “Today at Apple” workshops in their stores, teaching customers photography tips, music production, coding, and more.
This doesn’t just help customers use their products better.
It deepens the relationship.
Customers see Apple as more than a tech company. They see it as a creative partner.
And once customers are invested in that ecosystem, they’re far more likely to upgrade or buy additional devices.
Zappos, the online shoe retailer, is famous for its customer service.
One of their value-added services is quietly upgrading customers to faster shipping without charging extra.
They also empower their service agents to go above and beyond, whether it’s sending flowers to a customer recovering from surgery or helping someone find shoes they don’t even stock.
This kind of added value customer service creates powerful word-of-mouth marketing and has turned Zappos into a case study in customer loyalty.
Sephora’s value-added approach goes beyond selling makeup.
They offer free mini-makeovers, beauty classes, and free product samples with every purchase.
By letting customers try before they buy and teaching them how to use the products, Sephora turns a shopping trip into a personalised beauty experience.
Customers leave not only with products but with new skills, which makes them more confident and more likely to return.
IKEA knows shopping for furniture can be stressful for parents.
So they created Smaland… A complimentary supervised play area for children. While kids have fun, parents shop in peace.
This simple service makes customers stay longer (and spend more) because the pressure of rushing with restless kids is gone.
It’s a brilliant example of adding value to clients by solving an unspoken pain point.
Most car companies make you visit a service centre for upgrades.
Tesla flips the script by offering complimentary over-the-air software updates.
These updates can improve battery range, add new entertainment options, and even roll out entirely new features overnight, no visit needed.
This turns owning a Tesla into a constantly improving experience, keeping customers engaged and loyal long after the initial sale.
In today’s crowded market, your product or service might open the door, but it’s the value-added services that make customers walk in, stay, and keep coming back.r
I’ve seen business owners double their retention rates simply by adding one or two of these ideas consistently.
You don’t need a massive budget. You just need the mindset that every customer interaction is a chance to wow someone.
So here’s my challenge for you!
Pick one value-added service you can start this week. Test it. Refine it. Watch the difference it makes in your customer relationships.
If you found this helpful, visit our website and explore more blogs, packed with practical strategies to help your business grow faster and smarter.
Value-added services are extra offerings a company provides beyond its core product or service to enhance customer satisfaction. E.g., free samples, extended support, or premium features.
Examples include complimentary gift wrapping, loyalty memberships, personalized thank-you messages, free installation, or priority customer support.
They help attract new customers, increase customer loyalty, differentiate your brand from competitors, and allow premium pricing.
By giving customers something extra, they feel valued and appreciated, which encourages repeat business and referrals.
A value-added reseller (VAR) takes base products (e.g., software or hardware) and enhances them with services like customization, installation, training, and support before selling to end customers.
None can destroy iron, but its own rust can! Likewise, none can destroy a person, but their own mindset can.
Former chairperson of the Tata Group
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