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Imagine
the ideal customer experience and strive to provide it. |
Vadim Kotelnikov
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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
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Three Instrumental Components of
Customer Value
①
Functional features of the product; ② Product quality; ③ Timely delivery |
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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.
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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...
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