How to   KeepCustomer   Happy
Some   scattered ideas aboutPerceived Quality                               and                   how we could reinforce  ...
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 ...
Photo by Celeste on flickr
Are you sure that your customer needsjust a spotless product/service?                        and                       Do ...
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                          ...
Be sure you know customer’sperception of your delivered           quality                               Photo by Kalexande...
Ifa mistake happens?
Is spotless product/service the key-word in                 business?                                 Photo by TilemaTilem...
Will you lose a customer because of a                 spot?                                        Photo by Uwe Hermann on...
Photo by Tinou Bao on flickr
Photo by Álvaro Canivell on flickr
Asking them to helpListening to customer’s                                                 creates a commitmentcomplaints ...
Customer will gain a service or product as he/she wouldlike to beYou will gain customer’s trust                           ...
Understand                            your customerMake your customer        a cooperator in your   improvement           ...
Thank youCreated by Ninetta Spiliotopoulouhttp://about.me/NinettaSpiliotopoulou
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How to Keep your Customer Happy

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

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How to Keep your Customer Happy

  1. 1. How to KeepCustomer Happy
  2. 2. Some scattered ideas aboutPerceived Quality and how we could reinforce customer’s loyalty
  3. 3. From our first steps we want to gain others heart Photo by seriousbri on flickr
  4. 4. Peoples heart belongs to the ones they meet their needs
  5. 5. So what does the customer exactly want? Photo by Bhumika Bhatia on flickr
  6. 6. "zero defects-doing it rightthe first time." Crosby (1979) Photo by JD Hancock on flickr
  7. 7. "conformance to requirements." Garvin (1983) Photo by stefanweihs on flickr
  8. 8. But
  9. 9. is the f i n a l product what will make customer happy? Photo by Mr. Greenjeans on flickr
  10. 10. Photo by Celeste on flickr
  11. 11. Are you sure that your customer needsjust a spotless product/service? and Do you have the same perception of quality with your customer?
  12. 12. People do not have the same perception on situationsPhoto by Espen Faugstad on flickr
  13. 13. Be sure that whatever you believe as value in your services is also value for your customer Photo by Blimpboy on flickr
  14. 14. Be sure you know customer’sperception of your delivered quality Photo by Kalexanderson on flickr
  15. 15. Ifa mistake happens?
  16. 16. Is spotless product/service the key-word in business? Photo by TilemaTilemahos_Ehos_E on flickr
  17. 17. Will you lose a customer because of a spot? Photo by Uwe Hermann on flickr
  18. 18. Photo by Tinou Bao on flickr
  19. 19. Photo by Álvaro Canivell on flickr
  20. 20. Asking them to helpListening to customer’s creates a commitmentcomplaints showsresponsibility Photo by Eric Heupel on flickr Photo by Mike Bird on flickr
  21. 21. Customer will gain a service or product as he/she wouldlike to beYou will gain customer’s trust Photo by moyerphotos on flickr
  22. 22. 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
  23. 23. Thank youCreated by Ninetta Spiliotopoulouhttp://about.me/NinettaSpiliotopoulou

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