Quality is all about meeting the needs of customers. It starts with a deep understanding
of what customers want and expect from a product or service. The goal is to ensure that
these needs are not only met but are fully satisfied. Quality isn't just about the end
product being free from defects; it’s about the entire experience from the moment a
customer expresses a need to the point where that need is completely fulfilled. When a
company focuses on quality, it looks at every detail to make sure the customer is happy
with the result.
1.2 Commercial Advantages of Customer Loyalty
Focusing on customer loyalty brings several benefits to a business. Loyal customers are
more likely to make repeat purchases, which boosts sales without the company having
to spend as much on marketing to attract new customers. These customers are also
more likely to recommend the company to others, leading to new business through
word-of-mouth. Additionally, loyal customers tend to be less price-sensitive, meaning
they’re willing to pay a bit more because they trust the brand. Over time, this loyalty can
lead to a more stable and predictable revenue stream, which is essential for long-term
success.
1.3 Techniques to Assess Customer Satisfaction
One of the most effective techniques for assessing customer satisfaction is the use of
surveys. Surveys can be designed to capture specific feedback on different aspects of a
product or service, such as quality, ease of use, and customer service. They can be
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