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BUSINESS TRAINING
Customer Satisfaction Analysis & Management – Part 3 Felice Ambrosino consultant
simeida@tin.it
The importance of assessment It should be now clear that any company wanting to grow, increase its competitiveness and achieve a stable profit must fully meet its customers’ needs. However, this is not enough. In a free market, especially if clients are few, a firm also needs to beware of its
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competitors, which will try to attract its customers by promising higher satisfaction and therefore making them feel less pleased with its offer. In order to minimise the risk to lose them, it is crucial to strive to constantly increase their satisfaction. The Japanese philosophy of Kaizen, which has had and is
N. 46 - JULY/AUGUST 2017 - international PAINT&COATING magazine
still having great success, is precisely based on a continuous improvement approach. In other words, a company should stop focusing on sales and start promoting the know-how or the service characterising its products, considering that “a firm’s success can be assessed based on the quality of its service,