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 […]

Assessing Customer Perception to Improve Customer Satisfaction

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 […]

How to Uncover Customer Expectations and Perceptions

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 […]