Your Customers' Perception of Quality

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Demonstrating the Return

on Investment in Customer

Perception of Quality

You can’t overestimate the need to plan and prepare. In most of the

mistakes I’ve made, there has been this common theme of inadequate

planning beforehand. You really can’t over-prepare in business!

—Chris Corrigan

Poor perception of quality drives customer dissatisfaction and it tends to

be more widespread than is acknowledged. In a climate where customers

are increasingly empowered, poor perception of quality has the potential

of dealing a lethal blow to the company’s bottom line. Although companies

know a lot about customers’ buying habits, incomes, and other ...