Article link:
By: Tana Piotrowski
Summary:
· This article is about the fact that some businesses do not efficiently listen to the voice of the customer to help make their business more efficient.
· When a business tries to build their clientele looking at the customer’s needs and opinions are an essential part of making their customers stay as their customers.
· There are customer expectations that can be listed into four categories:
-high quality: does what its supposed to do, better then the competition
-speed: on schedule, meets deadlines, never delayed
-low cost : good value, competitively priced, occasional bargains
-pleasurable: good buying experience, (clean store, knowledgeable sales people)
· People in businesses need to abide by these criteria to make the business better then the competetors
Effect on business:
This article states ways that a business can improve their customer’s experience. It was designed so that businesses can follow these guidelines to potentially build their clientele and bring in new customers. The main effect this would have on business is that the competition in the industry would be much greater since everyone is listening to their customers. This would make it potentially harder for new entrants into the industry to make it successfully since customers will already have their “go to” companies for their products and may be unwilling to try new things. Overall, this criteria is good for existing companies to make it further and make a more productive business then they already have.
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