Customer Business System Quality   Customer's Perspective of Quality Win customers' loyalty by meeting and exceeding their expectations Vadim Kotelnikov       To some, customer is the king, to others, customer is the god. To me, customer is a beloved friend I strive to make happier. Vadim Kotelnikov       Company's vision must be driven by the aspirations of its customers. Konosuke Matsushita Panasonic  Imagine the ideal customer experience and strive to provide it. Vadim Kotelnikov         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. "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." CRM Benefits: Customer's Perspective Increased responsiveness + Reduced cost + Improved quality + Transparency of corporate bureaucracy and policies    It's our goal to know our customers' needs as well as or better than they do. Michael Dell Dell Inc. I'm not a tech guy. I'm looking at the technology with the eyes of my customers, normal people's eyes. Jack Ma   Customer Satisfaction  >>  Benefits  |  How To Achieve  |  How To Measure     Three Instrumental Components of Customer Value ① Functional features of the product; ② Product quality; ③ Timely delivery Value innovation is a innopreneurial way of telling people "I love you!" Vadim Kotelnikov       We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better. Jeff Bezos Amazon   3 Stage of Customer Value Creation  ▪  Add More Value for Your Customer     Customer Expectations 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.  >>> Exceed your customer's expectations. If you do, they'll come back over and over. Give them what they want – and a little more. Let them know you appreciate them. Sam Walton Wal-Mart The job can't be finished only improved to please the customer. Edward Deming   Be the Best Possible  ▪  8 Dimensions of Product Quality     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   Customer Intimacy  ▪  Loving Customer Relationships     Tweet