The Future of Quality
Increasingly, more quality managers are frustrated that consumer experiences regarding their satisfaction of quality do not match customer behavior, causing normal satisfaction measures to be insufficient. This is because there is something beyond satisfaction. Customers who state they are very satisfied with a product or service behave more like those who hate the experience than those who love it. (Tell someone you love that you are very satisfied with their performance, rather than love them, and consider the consequences!)
This session will demonstrate how customer experience and quality metrics can be used to accurately research quality from the consumer’s point of view, a new paradigm of going beyond satisfaction that predicts sales and loyalty.
An example will be shared of how to measure and predict customer behavior using a sample of over 1 million new vehicle buyers who have rated their vehicle quality on more than 140 different vehicle attributes and how judging quality beyond satisfaction will lead to future sales growth and customer loyalty.