Chapter 3-Customer Focus Assignment 1 Giovanni L. Roa Score
Chapter 3-Customer Focus Assignment 1 Giovanni L. Roa Score
Chapter 3-Customer Focus Assignment 1 Giovanni L. Roa Score
Assignment 1
Giovanni L. Roa
Score:
Services?
Dimension 1: Performance
within specifications.
rarely define the features required in a product. Thus, it’s important that
are familiar with its intended uses, and maintain close relationships with
the end-users.
Dimension 3: Reliability
Dimension 4: Conformance
specifications.
Dimension 6: Serviceability
selection.
Dimension 7: Aesthetics
those that do not reduce or alter other dimensions of quality, are often
fails as a result, the failure is often associated with the product’s quality
Satisfaction.
two sides of the same coin, but the overlap between them shouldn’t be
taken for granted.A satisfied customer might not ever become engaged.
never take part in a loyalty program, follow the brand on social media
or make a complaint. Likewise, an engaged customer might make few
posts on Instagram.
“When customers share their story, they’re not just sharing pain
have perfect business but we are growing around the people who gives
us knowledge.