CUSTOMER FOCUS

→ Customer focus might be the most important principle of quality management. The
customer is the ultimate judge of quality goods and services.

• Customer Focus is the most important principle of quality management because

without customers you don’t have a business
• Customers are the ultimate judge of the quality of goods and services
•Customer comes from Japanese single word“okyakusama”which means both
“customer” and “honourable guest”
•Customer focus is a key requirement of ISO 9000 : 2000

CUSTOMER SATISFACTION AND ENGAGEMENT

● How much your product,service, or experience is liked or disliked by customers is

known as customer satisfaction. Both are crucial when communicating with
customers, but providing a personalised answer and establishing a report also need
listening.

CUSTOMER SATISFACTION

● The ASQ define Customer Satisfaction as “The result of delivering a product or

sevice that meets customer requirements. “Customer satisfaction is vital to keeping
customer and growing a business.

CUSTOMER ENGAGEMENT

● Customer Engagement is an important outcome of a customer-focused culture and

organization’s listening, learning, and performance-excellence strategy.

Characteristics of Customer Engagagement include :

● Customer retention and loyalty

● Customer’s willingness to make an effort to do business with the organizationand
● Customer’s willingness to actively advocate for and recommend the brandand
product offerings

The American Customer Satisfaction Index(ACSI)

● In 1994, the University of Michigan Business School And American Society for
Quality (ASQ) released the first American Customer Satisfaction Index, an economic
indicator that measures customer satisfaction

● The ACSI is based on customer evaluations of the quality of goodsand services

purchased in the united states and produced by bothdomestic and foreign firms with a
substantial U.S. market share.
n at the national level.
IDENTIFYING CUSTOMER

● The first step in being customer focused is to understand who your customers are.

● Most employees think that “customers” are those people who ultimately purchase
and use acompany’s products but they are wrong these end users are called
“consumers”

● Customer and Consumer became the same person in cases where someone
purchases goods or services for personal use.

CUSTOMER SEGMENTATION

● There are many different ways to approach customer segmentatio. Customer

segmentation might be based on geography, demographic factors, ways in which
products are used volumes or exceed levels of service.