Quality Is All
About Customers' Perceptions
Like beauty and truth,
quality is in
the eye of the beholder, your customer.
is all there is..." says Tom Peters. "There is only one perceived reality,
the way each of us chooses to perceive a communication, the value of a
service, the value of a particular product feature, the quality of a
Creating Customer Value:
10 Lessons from Konosuke Matsushita
Balanced Organization: 5 Basic Elements
Customer is defined as anyone who
receives that which is produced by the individual or organization that has
value. Customer expectations are continuously increasing.
Brand loyalty is a thing of the past. Customers seek out products and
producers that are best able to satisfy their requirements. A product does
not need to be rated highest by customers on all dimensions, only on those
they think are important.
Customer Satisfaction – a
Critical Component of Profitability
Customer loyalty is a major contributor to sustainable profit growth. To
achieve success, you must make superior service second nature of your
organization. A seamless integration of all components in the
service-profit chain –
employee satisfaction, value creation,
customer satisfaction, customer loyalty, and profit and growth – links
all the critical dynamics of top customer service...
Creating Customer Value:
9 Questions To Answer
can provide your business with tremendous insights about what your
need, want, care about and value most. Collecting customer feedback helps
create more and lasting value
for them. It can help you understand
what’s working and what’s not working so that you can build on what’s
working and discontinue or fix what’s not...
Be the Best Possible
and excellence are not what you say they are.
Quality and excellence are what
say they are.
of your products and services define quality! When was the last time
you asked a customer for an honest opinion of the goods and services you
and your organisation provide? Organisations and individuals that
want to get ahead and succeed (your competitors), are prepared to meet
regularly with customers and appraise performance levels,
continuously seeking improvement. The same applies in the employment market.
Employers determine excellence and quality. Smart people in charge
of their careers recognise this fact and are therefore continuously
researching for needs, trends and opportunities within their existing
employment environment and in future areas of the employment market they
are attracted to. Thus they can then acquire new skills to meet
changing employment needs, to stay one step
ahead of the competition...
Customer Intimacy Works
intimacy starts with a commitment to deliver the best results to each
customer. That's why it works.3 Today's customers refuse to be
anonymous. They continue to raise the level of their requirements, but their
range extends beyond best price and best product. Today's customers want
exactly the right selection of products or services that will help them get
exactly the total solution they have in mind. Now, more than ever, customers
hunger for superior results from the products or services they use. And
customer intimacy gives it to them...