Leadership in Customer Satisfaction™
Summary
J.D. Power and Associates' Leadership in Customer Satisfaction™ is part of the Getting Competitive™ process. Leadership in Customer Satisfaction™ is a unique methodology developed to assess and improve business-to-business customer satisfaction. Based on academic research at Harvard University and Texas A&M and years of consulting experience with Fortune 500 companies, Leadership in Customer Satisfaction™ is a proven process that:
-
Assesses the customer's current and future expectations and requirements.
-
Captures the customer's perception of the supplier's ability to fulfill these expectations and requirements as compared to competitors.
-
Predicts the customer's strategic evolution and the impact of that evolution on product and service requirements.
-
Determines which actions the supplier must take to bridge the gap between customer expectations and current levels of performance.
-
Initiates internal commitment to support true customer/supplier partnerships.
|
Overview
In an age of changing technology and fluctuating prices, suppliers face increased pressure to add value before, during, and after the sale. The emphasis is no longer on product quality alone. The customer wants value added services and the right technology in the fastest, most cost-efficient manner. If today the customer views product quality and competitive pricing as a given, customer satisfaction will become a sustaining differentiator among the long-term survivors.
Click to enlarge
Benefits
Leadership in Customer Satisfaction™ can help you produce winning strategies for your organization and accelerate of the Getting Competitive™ process. The client organization and its senior managers will receive:
-
Customer perceptions of supplier services relative to customer expectations presented in analytical format.
-
Mapping of customers' future service requirements.
-
Translation of the assessment into efficient, effective service strategy decisions.
-
Plans for implementing the strategies and transitioning the services provided in parallel with the customers' evolving needs.
-
Plans for communicating and institutionalizing the strategies.
|
|
