quality as a trademark
DESCRIPTION
A short keynote on quality and the road to increasing customer satisfactionTRANSCRIPT
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APRIL 7, 2023 | SLIDE 1
Quality as a
trademarkA short keynote on how to achieve Customer Satisfaction
Thomas Verschueren ■ Read My Wordpress Blog ■ Follow Me On Twitter ■ See My Linkedin Profile ■ Check Out My Presentations On Slideshare
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APRIL 7, 2023 | SLIDE 2
quality (countable and uncountable; plural qualities) (uncountable) Level of excellence
(countable) A property or attribute that differentiates a thing or person.
(thermodynamics) In a two-phase liquid-vapor mixture, the ratio of the mass of vapor present to the total mass of the mixture.
(archaic) High social position.
(uncountable) The degree to which a man-made object or system is free from bugs and flaws, as opposed to scope of functions or quantity of items.
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APRIL 7, 2023 | SLIDE 3
There is nothing so good that it can not
be made better** Alles kan beter
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Quality is perceptual, conditional and above all subjective
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“The customer decides” is not a cliché but a fact.
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Customersatisfaction
perception of performanceexpectation of performance
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Perception & expectation is all about the
product/service, obviously…
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But, it’s also about the people involved…
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APRIL 7, 2023 | SLIDE 9
and the processes...
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…which create a customer experience
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A customer is also a brand ambassador*
* For good or bad!
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APRIL 7, 2023 | SLIDE 12
Negative experiences outweigh
positive experience
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APRIL 7, 2023 | SLIDE 13
Quality is not an option
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Cust
omer
Rel
atio
n Va
lue
Pyra
mid Advoca
cy
Loyalty
Belief & Trust
Experience
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APRIL 7, 2023 | SLIDE 15
ThankYou
Thomas Verschueren ■ Read My Wordpress Blog ■ Follow Me On Twitter ■ See My Linkedin Profile ■ Check Out My Presentations On Slideshare