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Topic 3: Creating Customer Orientation download - Coggle Diagram
Topic 3: Creating Customer Orientation
Understanding Customer Needs
Key Dimensions of Quality(by David A. Garvin)
Conformance
Durability
Realibility
Features
Performance
Serviceability
Aesthetics
Identifying Customer
Types of Customers
External Customer
Consumers
Internal Customer
How to identify
Think in terms of customer-supplier relationship
Who uses these products and services
Who do employees call, write to, or answer questions for?
What products or services are produced?
Who supplies input to the process
Customer Satisfaction&Engagement
Satisfaction
The result of delivering product or service that meets customer requirements
Drives profitability and leads to loyalty.
Willing to pay higher prices
Refer new clients
Less costly to do business with
loyal customers spend more
Engagement
Evolving from customer satisfaction and loyalty
Refers to customers investment in or commitment to a brand and product offerings
4.Customer Focus & Relationship Management
Managing Customer Relationship
Customer focused technology
Strategic Partnership & Alliance
Customer Focused
Selecting & Developing CCE
Complaint Management & Service Recovery
Customer contact and interaction
Customer commitments
