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