If you want to show your customers that you’re dedicated to achieving the highest possible levels of service at each stage of your company’s work, then you need a quality management system. A quality management system, or QMS, is a collection of processes and procedures that set a framework for consistency and quality across all […]
Category Archives: Customer Satisfaction
How Should You Define Customer Satisfaction?
The ultimate goal of ISO 9001 certification is to ensure that an organization’s products or services fulfill customers’ needs while meeting applicable quality standards. With that in mind, it’s understandable for organizations to focus on customer satisfaction while preparing for quality management system (QMS) implementation and ISO 9001 certification. But how should you define customer […]
The Importance of Focusing on Enhancing Customer Satisfaction
Are you blinking right now? How about breathing? We often take the most important but basic things for granted, including in business. We might get so caught up in the day-to-day tasks that we forget to try to accomplish the overall, underlying goals that are set before us, like improving products and customer service. When […]
Assessing Customer Perception to Improve Customer Satisfaction
We touched on the subject of customer perception in our “How to Uncover Customer Expectations and Perceptions” blog, but it’s definitely something that needs to be discussed further. The importance of assessing customer perception to improve customer satisfaction can’t be overlooked for many reasons, including your own personal sense of success. What do we mean […]
5 Steps of Addressing Feedback Through Direct Customer Communication
Only part of the task at hand is done once you receive feedback from clients, partners and customers. The next step is analyzing this feedback. The method of addressing feedback through direct customer communication can provide you with an organized, clear picture of what is going right and what could be improved. Addressing Feedback through […]
From Surveys to Talking: 5 Best Ways to Obtain Customer Feedback
To avoid hurting anyone’s feelings, most of us do something like this all the time: “How was your meal?” “Fine.” “Is there anything else I can get for you?” “No, thank you.” Really, though, we were somewhat dissatisfied, but not enough to complain. … Is that customer feedback? Well, yes, technically it is. But it’s […]
How to Uncover Customer Expectations and Perceptions
You can’t read anyone’s mind. There’s no crystal ball that will help you determine customer satisfaction before, during or after a transaction. However, with a little skill, legwork and background knowledge, you will know how to uncover customer expectations and perceptions. Knowing what they expect will help you give them what they need, which will […]