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[spacer height=”20px”] What is Quality Management?
Quality Management is the act of overseeing all business related-activities and tasks needed to maintain a certain level of excellence for your company.
Now there are many different principles that factor into Quality Management, but we’re going to focus on the most important part, which is managing the quality of your customer experience. [spacer height=”30px”]
Why Should I care about Customer Experience?
One of the first things I tell my new clients when we meet in-person is that marketing will not fix a broken process or a bad product or service.
Marketing can help with some of these issues in the short run, but in the long term, your broken process or product will eventually hurt your brand and your business if you don’t fix it. And the person who suffers the most is your customer.
The primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations. I can honestly say that most companies that I work with do not focus on exceeding customer expectations.
I don’t know if it’s because of complacency or laziness, but you can’t expect to grow your business if your customer is having a negative experience when they interact with your brand.
Every employee in the organization must look at your business through the eyes of your customer. Go through each one of your marketing channels and look at your communication processes. [spacer height=”30px”]
Ask yourself, “What can I do to make this better for the customer?”
When you start putting yourself in your customer shoes, you will start seeing inefficiencies and opportunities that will increase your customer satisfaction and strengthen your business.
Here are a couple of links for anyone looking for more information on Quality Management.
- http://smallbusiness.chron.com/quality-important-business-57470.html
- http://www.pqm-online.com/assets/files/lib/books/mouch.pdf
- https://en.wikipedia.org/wiki/Quality_management
- http://www.znrfak.ni.ac.rs/SERBIAN/010-STUDIJE/OAS-3-2/PREDMETI/III%20GODINA/316-KOMUNALNI%20SISTEMI%20I%20ZIVOTNA%20SREDINA/SEMINARSKI%20RADOVI/2014/S175%20-%20S200.pdf
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