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How to
Keep Customer
Happy
S ome s c a t t e r ed i d e a s a bou t
Perceived Quality
a n d
how we cou l d r e i n f o r c e
customer’s loyalty
From our first steps we want to gain others heart
Photo by seriousbri on flickr
Peoples heart belongs to the ones they meet their needs
So what does the customer exactly want?
Photo by Bhumika Bhatia on flickr
"zero defects-doing it right
the first time." Crosby (1979) Photo by JD Hancock on flickr
Photo by stefanweihs on flickr
"conformance to requirements."
Garvin (1983)
But
is the f inal product what will make customer
happy?
Photo by Mr. Greenjeans on flickr
Photo by Celeste on flickr
D o y o u h a v e t h e s a m e p e r c e p t i o n
o f q u a l i t y w i t h y o u r c u s t o m e r ?
A r e y o u s u r e t h a t y o u r c u s t o m e r n e e d s
j u s t a s p o t l e s s p r o d u c t / s e r v i c e ?
and
People do not have the same perception on situations
Photo by Espen Faugstad on flickr
Be sure that whatever you believe as value in your services is also value for your customer
Photo by Blimpboy on flickr
Be sure you know customer’s perception of your delivered
quality
Photo by Kalexanderson on flickr
a m i s t a k e h a p p e n s ?
If
Is spotless product/service the key-word in business?
Photo by TilemaTilemahos_Ehos_E on flickr
Will you lose a customer because of a spot?
Photo by Uwe Hermann on flickr
Photo by Tinou Bao on flickr
Photo by Álvaro Canivell on flickr
Listening to customer’s complaints shows responsibility
Asking them to help creates a commitment
Photo by Eric Heupel on flickr Photo by Mike Bird on flickr
Customer will gain a service or product as he/she would
like to be
You will gain customer’s trust
Photo by moyerphotos on flickr
Understand y o u r c u s t o m e r
M a k e y o u r c u s t o m e r
a c o o p e r a t o r i n y o u r improvement
G a i n y o u r c u s t o m e r ’s heart
Thank you
Created by Ninetta Spiliotopoulou http://about.me/NinettaSpiliotopoulou
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