Customer

Business System

Quality

 

Customer's Perspective of Quality
Win customers' loyalty by meeting and exceeding their expectations

Vadim Kotelnikov

Vadim Kotelnikov, founder of 1000ventures - personal logo Vadim Kotelnikov

   

 

Vadim Kotelnikov advice quotes

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

Vadim Kotelnikov, founder of 1000ventures - personal logo    Business e-Coach    Innompic Games icon

 

 

Konosuke Matsushita advice quotes

Company's vision must be driven by the aspirations of its customers.

Konosuke Matsushita

Panasonic

 

Vadim Kotelnikov advice quotes

 Imagine the ideal customer experience and strive to provide it.

Vadim Kotelnikov

Vadim Kotelnikov, founder of 1000ventures - personal logo    Business e-Coach    Innompic Games icon

 

 

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   

 

Michael Dell advice

It's our goal to know our customers' needs as well as or better than they do.

Michael Dell

Dell Inc.

 

Jack Ma quotes

I'm not a tech guy. I'm looking at the technology with the eyes of my customers, normal people's eyes.

Jack Ma

 

 

 

 

Three Instrumental Components of Customer Value

Functional features of the product; ② Product quality; ③ Timely delivery

 

Jeff Bezos story lessons quotes

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

 

 

 

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.  >>>

 

Sam Walton's rules for buiding a great business

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

 

Edward Deming advice quotes

The job can't be finished only improved to please the customer.

Edward Deming

 

 

 

 

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