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Executive Summery Hewlett-Packard is trying to keep an edge against its competition by having extraordinary customer service. HP can better reach one of its target markets targeting college students by focusing on the parents who buy their college children printers. Three changes to HP printers are needed to better serve this niche and maintain Hewlett-Packard’s competitive edge against competitors such as Canon. The first is to make the ink more affordable, the second is to eliminate unneeded features from the printers, and the third is to make it easier for people to compare HP printers to other models properly. . Customer Service Hewlett-Packard has been around long enough to get a large enough following of returning loyal customers. Focusing on customer service has been Hewlett-Packards answer to competition for the new millennium. With the new generation becoming the buyers for tomorrow there needs to be an understating of what motivates these first time buyers to make that most important purchase that will set their potential loyalty to that company for the long term.
Customer Service is becoming the primary distinguishers for companies today. Noting on the primary importance of customer service, you, Mr. Hurd, stated on the HP website, “I want HP to be known as the company customers can trust to deliver ??? that once we make a commitment, they can bank on us to live up to it. If we can do that, HP will be successful, but most important, our customers will be successful”.