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How to Keep your Customer Happy

How to Keep your Customer Happy



Ideas about Perceived Quality

Ideas about Perceived Quality
and how we could reinforce customer’s loyalty



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    How to Keep your Customer Happy How to Keep your Customer Happy Presentation Transcript

    • How to KeepCustomer Happy
    • Some scattered ideas aboutPerceived Quality and how we could reinforce 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 rightthe first time." Crosby (1979) Photo by JD Hancock on flickr
    • "conformance to requirements." Garvin (1983) Photo by stefanweihs on flickr
    • But
    • is the f i n a l product what will make customer happy? Photo by Mr. Greenjeans on flickr
    • Photo by Celeste on flickr
    • Are you sure that your customer needsjust a spotless product/service? and Do you have the same perception of quality with your customer?
    • People do not have the same perception on situationsPhoto 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’sperception of your delivered quality Photo by Kalexanderson on flickr
    • Ifa mistake happens?
    • 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
    • Asking them to helpListening to customer’s creates a commitmentcomplaints showsresponsibility Photo by Eric Heupel on flickr Photo by Mike Bird on flickr
    • Customer will gain a service or product as he/she wouldlike to beYou will gain customer’s trust Photo by moyerphotos on flickr
    • Understand your customerMake your customer a cooperator in your improvement G a i n y o u r c u s t o m e r ’s heart
    • Thank youCreated by Ninetta Spiliotopoulouhttp://about.me/NinettaSpiliotopoulou