Quotes And Slogans – Creating Customer Value
“Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1.” ~ Stew Leonard “It takes 20 years to build a reputation and 5 minutes to ruin it.” ~Warren Buffett“Customer service should not be a department. It should be the entire company.” ~ Tony Hsieh “In the world of Internet Customer […]
Continue readingCreating Customer Value
What is Customer Value?Customer value is the measurement of the product or service’s worth, as perceived by customers, compared to the customer’s alternate options. In other words, we can say that the customer value is perceived benefits divided by the cost. Creating Customer ValueIf we look at the customer value as the perceived benefits divided by […]
Continue readingCustomer Dissatisfaction – Reasons and Ways to Deal with it.
Reasons for customer dissatisfaction Not knowing the expectations Customer remains dissatisfied unless the company knows what the customer expects out of their product. Not meeting the expectations A customer may become dissatisfied because the product or service does not live up to expectations, in spite of the use of Six Sigma. Over expectations and the […]
Continue readingTypes of Customers and Customer Segmentation
Customer Types Broadly speaking, there are two types of customers: internal customer and external customer. The concept of the internal customer was popularized by quality Guru Joseph Juran. In an organization, the next process is the customer. For example, if the first step is manufacturing parts and the second step is assembling these parts, then […]
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