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Quality and Customer Service -- Achieving the Ultimate Competitive Advantage
by Howard Deutsch on Nov 8, 2009
Customer satisfaction surveys and employee satisfaction surveys identify customer requirements: One of the best ways for companies in any industry to compete effectively, to increase customer satisfaction and earn customer loyalty is to provide outstanding quality products and services that are supported with exceptional customer service. In the everyday fog of running a company, it is easy to lose sight of the need to provide quality and customer service excellence on a consistent basis. Customers make purchasing decisions based on their experiences, recommendations, product/service and company reputations and in some cases based on research. Think about it. What do customers do when they get ready to buy a car, buy clothing, choose a restaurant for dinner or they decide to replace their smart phone? Quality, customer service and reliability are key issues that are considered when making these and most other purchasing decisions. The cost of...Read More >>
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Recommended Reading
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The relationship – or ‘value exchange’ - between the business and the customer is the key to organisations emerging from the current economic crisis stronger and more successful believes Simon Rustom, managing director of the customer and change management company Customer Consulting Ltd (CCL). CCL’s experience in recent months of helping organisations – drawn from a number of sectors of the economy – to be increasingly successful in the current harsh economic climate indicates that one of the keys to success is effective and efficient customer...
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