Customer satisfaction is a critical component of your
sustainable profitability and growth. To make make customer service an
essential part of your corporate culture and produce empowered and motivated
employees who are committed to ever higher standards of
customer service and
satisfaction you must demonstrate continuously that in your company's order
of priorities, customer service comes before all else. You must develop a
system for collecting customer satisfaction data and relaying this
information to those responsible for
innovation, and develop a system that
rewards people for building
and maintaining customer relationships.
customer focus – as opposed to
"customer driven" or "market driven", – both internal and external, implies
that you don't just respond to what customers say they need and want, but
you apply your own body of knowledge acquired from years of experience and
study, in addition to your best knowledge of the customer, to deliver a
product or service that will exceed customer expectations, satisfy their
need, achieve delighted
customers and lead to customer success...
Quality Management (TQM)
activities shifted their emphasis from maintaining quality
throughout the production process to
created by the firm by
developing products that meet or exceed customer requirements
and expectations. Customer-oriented TQM means also that one
satisfy and never inconvenience the people in the next
process because they are customers...
All of Dell's
done in pursuit of one goal: finding the next frontier of
that they can create for their customers...