Quality Solutions

Managing Customer Expectations

Quality matters for every product regardless of what industry an organization is involved in. Customers often choose a product solely based on quality and do not mind paying the price. In fact, studies reveal that customers tend to spend more for a product or service that meets or exceeds their expectations. So, the ultimate objective of an organization should be to deliver quality products to its customers.

Customer Satisfaction

Quality is crucial when it comes to meeting customer expectations to retain their loyalty. If an organization fails to meet that, customers will look for alternatives immediately. In this age of social media, a bad review gets amplified and the brand erosion can have a greater impact than before. Therefore, quality is a key differentiator, contributing significantly to accelerate growth and profitability. It can also help with arriving at optimum pricing that the customer is willing to pay and can increase the margins.

Build Your Company Reputation

With rapid advancements in social media, it is much easier for customers and prospects to share their feedback – good and bad ones – about any product on product review sites, forums, and other social networking sites. Poor quality or defective products can compel the business to recall the product, which can cause negative publicity and damage the company’s reputation. So, it is important for every business to consistently deliver what they commit to their customers to create awareness about their brand and boost their sales.

More Recommendations

Word-of-mouth reference is a compelling factor when anyone is buying from both online and offline. When a company’s products are trusted, there is a greater buzz about it in the market and this further boosts conversion to sales.

Reduced Customer Complaints and Returns

When a product does not match customer expectations, the customer will return it, expecting either a replacement or a return of money. In the former, the company incurs a repair or replacement cost, cost of identifying the root cause and any rework needed to reduce future returns. When a customer does not want a replacement, the business will most likely lose a customer in addition to incurring the other costs. Either way, the company runs the risk of losing its reputation. Therefore, it is essential to reduce the returns by providing high-quality products or services and keeping customers happy.

Complaints Handling

In case of a customer complaint, the business can still salvage its reputation by providing a very satisfying complaints management system. This is also part of the quality of services a business provides and enables the business to reestablish and strengthen its relationship with such customers.

Effective Cost Management

Poor quality can result in increased costs. If an organization does not have an effective quality control system in place, it will incur the cost due to nonconformance arising from internal and external failures, the cost of root cause analysis and reworking of products. By implementing quality management systems and ensuring the right quality every time, businesses can manage costs better.