Quality Begins at the Point of Contact
A customer survey conducted over 20 years ago, but still true today, uncovered some amazing facts. Almost 70% of the identifiable reasons why customers left typical companies had nothing to do with the product. Only 15% of the customers switched their business to a competitor because they found a better product, and only 15% switched because they found a cheaper product. The overall reason...
Read MoreConstantly Measure to Improve Customer Satisfaction
If your looking to improve the customer satisfaction of your products and services start at the customer’s needs. Start the measurement system with their needs and work back. Figure out, from the customer’s desires, exactly what should be measured at each step in the method of doing business. Not every customer’s desire can be quantified, but by making customers’ needs drive...
Read MoreUnderstanding Customer Satisfaction
The customer is the purchaser of your goods and services, and they are the recipient of the outputs from your processes. Why does the customer decide to buy these outputs from your processes? What goes into a customer’s purchasing decision? The answer to those questions lies in the value the customer receives when they buy your product and services versus the many options they have...
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