Purchase Solution

Customer Satisfaction

Not what you're looking for?

Ask Custom Question

1-Discuss what it means to exceed customer expectations. Provide examples of how to do so.

2-What are some examples of historical events that illustrate the effects of poor quality on an organization's strategic plan? Or, vice versa, what are some examples of historical events that illustrate the effects of good quality on an organization's strategic plan.

Purchase this Solution

Solution Summary

This solution answers the following questions:
1-Discuss what it means to exceed customer expectations. Provide examples of how to do so.

2-What are some examples of historical events that illustrate the effects of poor quality on an organization's strategic plan? Or, vice versa, what are some examples of historical events that illustrate the effects of good quality on an organization's strategic plan.

Solution Preview

Answer 1
Providing valuable experience is an exercise in understanding, managing and fulfilling the expectations of the customer. To meet these expectations businesses must align each customer's expectations of the service/product the business offers, to the customer's perception of his or her fulfillment. In order to increase customer expectations, business must start by enhancing their relationship with the customers, by fast-tracking customer's needs and by maintaining and strengthening their ties. Furthermore, improving the customer experience is the first - and most fundamental - pillar of the successful business strategy. Without customers businesses would not exist. Considering that in ...

Purchase this Solution


Free BrainMass Quizzes
Academic Reading and Writing: Critical Thinking

Importance of Critical Thinking

Business Processes

This quiz is intended to help business students better understand business processes, including those related to manufacturing and marketing. The questions focus on terms used to describe business processes and marketing activities.

Basics of corporate finance

These questions will test you on your knowledge of finance.

Cost Concepts: Analyzing Costs in Managerial Accounting

This quiz gives students the opportunity to assess their knowledge of cost concepts used in managerial accounting such as opportunity costs, marginal costs, relevant costs and the benefits and relationships that derive from them.

Organizational Leadership Quiz

This quiz prepares a person to do well when it comes to studying organizational leadership in their studies.