The Value of Customer Satisfaction
Why has quality become such a priority today? What are some of the "common denominators" in the definition of quality?
The most successful organizations are those that give customers what they want. Satisfied customers are loyal to those suppliers they feel best understand their requirements. As a result they will make repeat purchases and will recommend a business to their friends. On the other hand if the quality level is not met business will have to deal with consequences. Therefore, quality is important to a business for number of reasons.
First of all is customer retention. Getting repeat business is the success to any business. If customers like product and services, they are likely to come back again next time they need that product. Next is a reputation. Company’s reputation depends on the quality of its product and services. For example, Coach, producer of fancy fashion bags guarantees their customers that if they get disappointed with their bag at any time, they can bring it back. Coach guarantees 100% satisfaction for their product. Fashion ladies spread the word to their friends and family about high quality products and guarantees, which creates good reputation for such a company like Coach. Another important denominator of quality is safety. Things that are sold to customers must be safe. Whether it is food, plastic containers or electronic devices they must be safe and not only for legal reasons. Unsafe products are a threat to every business and could lead to dangerous situations for the customers. In conclusion, quality of a product or service is a fundamental part in a company’s ability to maintain profitability and continued success in business.
Suppose you were interested in purchasing personal tax preparation software. Give examples of how service failures could occur during presale, transaction, and post-sale phases of the buying process.
It is critical for organizations to focus on the service process and how to
The most successful organizations are those that give customers what they want. Satisfied customers are loyal to those suppliers they feel best understand their requirements. As a result they will make repeat purchases and will recommend a business to their friends. On the other hand if the quality level is not met business will have to deal with consequences. Therefore, quality is important to a business for number of reasons.
First of all is customer retention. Getting repeat business is the success to any business. If customers like product and services, they are likely to come back again next time they need that product. Next is a reputation. Company’s reputation depends on the quality of its product and services. For example, Coach, producer of fancy fashion bags guarantees their customers that if they get disappointed with their bag at any time, they can bring it back. Coach guarantees 100% satisfaction for their product. Fashion ladies spread the word to their friends and family about high quality products and guarantees, which creates good reputation for such a company like Coach. Another important denominator of quality is safety. Things that are sold to customers must be safe. Whether it is food, plastic containers or electronic devices they must be safe and not only for legal reasons. Unsafe products are a threat to every business and could lead to dangerous situations for the customers. In conclusion, quality of a product or service is a fundamental part in a company’s ability to maintain profitability and continued success in business.
Suppose you were interested in purchasing personal tax preparation software. Give examples of how service failures could occur during presale, transaction, and post-sale phases of the buying process.
It is critical for organizations to focus on the service process and how to