Ch2: Focusing on customers Flashcards Preview

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Flashcards in Ch2: Focusing on customers Deck (12)
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1

kano model of customer needs

achievement (supplier did it or not) and satisfaction

2

Expected needs

also known as the dissatisfiers, because by themselves they cannot fully satisfy a customer; gets the supplier into the market

3

Normal needs (satisfiers)

keep a supplier in the market, know as wants or satisfiers

4

exciting needs

make a supplier a leader in the market

5

client satisfaction formula

= perceived value - expectations

6

perceived value formula

(results + emotional values + process satisfaction) / (price +personal inconvenience + personal uncertainty)

7

Measures (3)

1. churn
2. history of behaviour
3. satisfaction

8

Churn

churn rate; number of customers who discontinue a service

9

loyalty pyramid (3)

1. services fulfills client needs
2. service works as expected
3. incidents are resolved as expected

10

net promoters =

promoters - detractors

11

ARPU

average revenue per user

12

loyalty

the client thinks that nobody else can give him the same service