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Customer
Satisfaction: Main Benefits1
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Customers stay
with the company longer
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Customers deepen their
relationship with company
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Customers demonstrate less price sensitivity
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Customers recommend company's
products or services to others
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The Instrumental Component of
Customer Value Derives from2:
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Functional features of the product
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Product quality
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Timely delivery
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Eight Dimensions of Product
Quality
By
David Garvin |
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Performance – operating
characteristics (speed, comfort, ease of use, and so on); for
multiple performance features, the relative importance of each
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Features – extras, add-ons, or
gimmicks that enable a customer to somewhat customize a product
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Reliability – the likelihood that the
product will perform as expected and not malfunction within a given
time period
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Conformance – the degree to which the
product satisfies or conforms to pre-established standards
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Durability – the length of time, or
extent of use, before the product deteriorates and must be replaced;
durability is a function of the product's operating environment and
reliability
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Serviceability – the speed, ease, and
convenience of getting or making maintenance work or repairs and the
courtesy and competency of service people
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Aesthetic – the look, sound, smell,
feel, or taste of the product based on personal taste; though
subjective, some aesthetic judgments tend to be common
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Perceived Value – subjective opinions
about the product based on images or attitudes formed by advertising
and/or the reputation of the producer
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Customer Relationship Management (CRM)
Key Benefits for Customers |
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Quality Is All
About Customers' Perceptions
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."
Creating Customer Value: 10 Lessons from Konosuke Matsushita
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.
Balanced Organization: 5 Basic Elements
Corporate Culture
(earth):
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...
More
Creating Customer Value: 9 Questions
Customer Feedback
Feedback
can provide your business with tremendous insights about what your
customers
need, want, care about and value most. 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
Value Innovation
Be the Best Possible
By Ten3 NZ Ltd.
Quality
and excellence are not what you say they are.
Quality and excellence are what
your customers
say they are.
Customers
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...
More
Customer Intimacy Works
Customer
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...
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