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A short keynote on quality and the road to increasing customer satisfaction
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APRIL 7, 2023 | SLIDE 1
Quality as a
trademarkA short keynote on how to achieve Customer Satisfaction
Thomas Verschueren ■ Read My Wordpress Blog ■ Follow Me On Twitter ■ See My Linkedin Profile ■ Check Out My Presentations On Slideshare
APRIL 7, 2023 | SLIDE 2
quality (countable and uncountable; plural qualities) (uncountable) Level of excellence
(countable) A property or attribute that differentiates a thing or person.
(thermodynamics) In a two-phase liquid-vapor mixture, the ratio of the mass of vapor present to the total mass of the mixture.
(archaic) High social position.
(uncountable) The degree to which a man-made object or system is free from bugs and flaws, as opposed to scope of functions or quantity of items.
APRIL 7, 2023 | SLIDE 3
There is nothing so good that it can not
be made better** Alles kan beter
APRIL 7, 2023 | SLIDE 4
Quality is perceptual, conditional and above all subjective
APRIL 7, 2023 | SLIDE 5
“The customer decides” is not a cliché but a fact.
APRIL 7, 2023 | SLIDE 6
Customersatisfaction
perception of performanceexpectation of performance
APRIL 7, 2023 | SLIDE 7
Perception & expectation is all about the
product/service, obviously…
APRIL 7, 2023 | SLIDE 8
But, it’s also about the people involved…
APRIL 7, 2023 | SLIDE 9
and the processes...
APRIL 7, 2023 | SLIDE 10
…which create a customer experience
APRIL 7, 2023 | SLIDE 11
A customer is also a brand ambassador*
* For good or bad!
APRIL 7, 2023 | SLIDE 12
Negative experiences outweigh
positive experience
APRIL 7, 2023 | SLIDE 13
Quality is not an option
APRIL 7, 2023 | SLIDE 14
Cust
omer
Rel
atio
n Va
lue
Pyra
mid Advoca
cy
Loyalty
Belief & Trust
Experience
APRIL 7, 2023 | SLIDE 15
ThankYou
Thomas Verschueren ■ Read My Wordpress Blog ■ Follow Me On Twitter ■ See My Linkedin Profile ■ Check Out My Presentations On Slideshare
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