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Customer is defined as anyone
who receives that which is
produced by the individual or
organization that has value.
Quality is all about customers'
perceptions.
Marketing is a battle of perceptions, quality too. Like beauty and truth,
quality is in
the eye of the beholder, your
customer.
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Empathize with your
customers. Imagine the ideal
customer experience and strive
to provide it.
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If you truly want to understand your
customers, what they feel and
experience,
become them.
"Perception
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
product." |
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It's our goal to know our customers'
needs as well as or better than they do. |
Michael
Dell |
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For the
customer who receives a defective
product, the product is 100% defective.
For him, the product is 100% a failure.
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Soichiro
Honda |
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CRM
Benefits: Customer's Perspective |
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Increased responsiveness + Reduced cost +
Improved quality
+ Transparency of corporate bureaucracy
and policies |
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Customer Expectations
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. |
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Customer Feedback
Feedback
can provide your business with tremendous insights about what your customers
need,
want, care about and value most.
Innompic-style Feedback Form
Collecting customer feedback helps
you 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...
More |
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