Customer focus is defined as the extent to which an organization meets customer demands and expectations, emphasizing quality, customer service, and feedback. Satisfied customers are seen as valuable assets that can lead to increased loyalty and advocacy for the organization's products or services. Key factors for customer satisfaction include performance, features, service quality, warranty, price, and reputation.

1. PRESENTED BY: MUHAMMAD SAAD
Customer Focus

2.  Customers include anyone to which the organization supplies the
products or services and they invest in terms of revenue.
 They may varies from industry to industry
 For Example
Suppliers Customer
 Automobile Manufacturer Car dealer/Individual Customer
 Bank Account/ Check Holder
 Schools Students/ Parents
WHO ARE THE CUSTOMERS ?

3.  Customer focus is defined as the degree to which an organization
satisfy the customer demand and expectations.
It includes:
1. Emphasis on customer defined quality of the product.
2. Emphasis on customer service in terms of warranty and goodwill.
3. Taking the feedback of the new product development and R&D
through customer product experience.
Customer Focus

4.  Customers are the valuable assets of any organization.
 The satisfaction customer directly depends upon the success of an
organization.
 Satisfied customer tends to purchase more frequently of the product
and services
 Customers are the free ambassadors of an organizations product or
service as they recommend other when satisfied.
Importance of Customer Focus

5.  Quality Guru Deming Quoted:
“Quality may be defined as an excellent product or service that fulfills or exceed our
expectations”
 ASQ surveyed on end user perspective and conclude important factors:
1. Performance
2. Features
3. Service
4. Warranty
5. Price
6. Reputation
Customer Quality Perspective

6.  The solid information about the product.
 Varity of options available in the market to avail the service.
 Customer Engagement to provide the complete information about the
product.
 Flexibility & Durability during the use of the services.
 Complaint Management incase of malfunctioning and aftersales services.
Customer Expectations

7.  Respect & Value customer
 Hear suggestions and feedback of the customer.
 Treat customer like valued partner
 Be honest with your services provided to the consumer.
 Follow through your word to satisfy the end use of the product.
Customer Satisfaction

8.  There are the three major steps can be taken by an organization to
delight the customer in achieving customer satisfaction.
Meeting the basic demand of the customer
Make customer who contributes the most to the profit by giving
special advantages
Talk to the customer about the customize requirement about the
product or the services.
Customer Satisfaction Achievement

9. THANK YOU…