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