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Related Experiment Videos

Now quality means service too.

F Rose

    Fortune
    |April 22, 1991
    PubMed
    Summary
    This summary is machine-generated.

    Customer satisfaction is evolving beyond mere fulfillment to active delight. Leading companies like IBM and Federal Express demonstrate this shift in quality management.

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    Area of Science:

    • Business Management
    • Quality Improvement
    • Customer Relationship Management

    Background:

    • The contemporary business landscape necessitates a deeper understanding of customer expectations.
    • Quality initiatives are increasingly focused on exceeding customer needs.

    Purpose of the Study:

    • To explore the evolution of customer satisfaction strategies in quality campaigns.
    • To highlight the shift from customer satisfaction to customer delight.

    Main Methods:

    • Analysis of current quality campaign trends.
    • Case study examination of industry leaders (IBM, Federal Express).

    Main Results:

    • Customer expectations have advanced beyond basic satisfaction.
  • Achieving customer delight is emerging as a key differentiator.
  • Proactive engagement and exceeding expectations are critical.

    • Conclusions:

    • The new frontier in quality management is customer delight.
    • Companies must innovate strategies to consistently delight customers.
    • This approach fosters loyalty and competitive advantage.