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Quality as a trademark

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A short keynote on quality and the road to increasing customer satisfaction

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Quality as a trademark

  1. 1. Qualityas a<br />trademark<br />A short keynote on how to achieve Customer Satisfaction<br />Thomas Verschueren ■ Read My Wordpress Blog ■ Follow Me On Twitter ■ See My Linkedin Profile■Check Out My Presentations On Slideshare<br />
  2. 2. quality(countable and uncountable; plural qualities)<br /><ul><li>(uncountable) Level of excellence
  3. 3. (countable) A property or attribute that differentiatesa thing or person.
  4. 4. (thermodynamics) In a two-phase liquid-vapor mixture, the ratio of the mass of vapor present to the total mass of the mixture.
  5. 5. (archaic) High social position.
  6. 6. (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.</li></li></ul><li>There is nothing so good that it can not be made better*<br />*Alleskanbeter<br />
  7. 7. Quality is perceptual, conditional and above all subjective<br />
  8. 8. “The customer decides” is not a cliché but a fact. <br />
  9. 9. perception of performance<br />Customer<br />satisfaction<br />expectation of performance<br />
  10. 10. Perception & expectation is all about the product/service, obviously…<br />
  11. 11. But, it’s also about the people involved…<br />
  12. 12. and the processes...<br />
  13. 13. …which create a customer experience<br />
  14. 14. A customer is also a brand ambassador*<br />* For good or bad!<br />
  15. 15. Negative experiences outweigh<br />positiveexperience<br />
  16. 16. Quality is not an option<br />
  17. 17. Customer Relation Value Pyramid<br />
  18. 18. Thank<br /> You<br />Thomas Verschueren ■ Read My Wordpress Blog ■ Follow Me On Twitter ■ See My Linkedin Profile■Check Out My Presentations On Slideshare<br />

A short keynote on quality and the road to increasing customer satisfaction

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