Business & Management|
Thursday, 11 December 2008 16:08 | Written by Martin P Wilson |
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Turn Customer Complaints into Praise
Customers’ Perception of Quality is RealityCustomers frequently have a different view of quality to the supplier. They take the intrinsic technical quality of the product and service for granted and place more emphasis on the “peripheral” service issues such as delivery, availability of sales staff, and how quickly the telephone is answered. Similarly many of the complaints will be about these issues and managers should use the complaint as a spur to improving performance in such areas. They can be seen as an ongoing customer satisfaction survey and be used accordingly. Add new comment
Last Updated (Thursday, 01 July 2010 20:53)
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Most business people are afraid of customer complaints and react inappropriately when the customer complains. Complaints, properly handled, actually provide an opportunity for building a brand reputation for quality service and for improving the product itself.|
Saturday, 07 February 2009 21:32 | Written by Martin P Wilson |
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Run Faster and Faster Just to Stand Still.
Anyone who has been in business for more than a few years will be well aware that the pace of change has been accelerating rapidly. Indeed, the responsiveness of a business may be the key element of its competitive position. It affects all aspects of the business from new product development to order fulfilment: if competitors are faster then any competitive advantage is steadily being eroded. All businesses need to run hard simply to stand still. |
Saturday, 13 December 2008 15:07 | Written by Martin P Wilson |
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Pricing for Profit – It is a Key Decision
The price chosen will affect, amongst other things, whether all costs are covered and how the product is perceived by customers. Is it a Rolls-Royce or a Lada? It will affect the market share that the product will achieve and the profit that will be made. Pricing for profit is not simply a case of taking costs and adding a big mark-up. Last Updated (Thursday, 01 July 2010 20:53)
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Pricing strategies are a key marketing decision for any business. Price says a lot about how the business sees itself and its customers.
