Quality Service Management Week 6

Treating distinct customers differently by prioritizing their specific needs, product preferences, and service requirements.

The practice of using customer data to understand, segment, and tailor offerings to each customer's unique preferences and needs.

A framework used to manage customer relationships systematically by focusing on identifying, differentiating, interacting, and customizing.

The initial stage of the IDIC model, it involves identifying and understanding your current and potential customer base.

The second stage of the IDIC model, it focuses on distinguishing different customer groups based on their unique needs, behaviors, and value to your business.

The third stage of the IDIC model, it involves actively engaging with customers through personalized communication, offers, and services.

The final stage of the IDIC model, it involves tailoring products, services, and experiences to meet the specific needs and preferences of individual customers.

Creating a database of customers, including demographics, behaviors, preferences, and contact details, to personalize interactions.

Categorizing customers based on their value and needs, like high-value or specific preferences, to tailor services.

Regular communication and interaction with customers through multiple channels to understand their preferences and expectations.

Tailoring products, services, and communications based on customer insights gained from identification, differentiation, and interaction.

Trust reflects customer confidence in a company's reliability, integrity, and ability to meet their expectations consistently.

The Trust Equation calculates trustworthiness based on credibility, reliability, intimacy, and self-orientation.

Trust in customer relationships is crucial for loyalty, customer advocacy, satisfaction, competitive advantage, customer engagement, and business sustainability.

The trust equation assesses credibility, reliability, intimacy, and self-orientation to measure trustworthiness. It helps companies understand how to build trust.

Credibility refers to the degree to which people believe in your words, knowledge, and expertise. It's built through clear communication, being knowledgeable, and having relevant qualifications or experience.

Reliability relates to consistency in performance over time. It's about doing what you promised, every time. Reliability is built through actions like delivering on promises and being dependable.

Intimacy in the Trust Equation refers to creating a safe and open relationship. It's about making people feel comfortable sharing their needs and concerns. Intimacy involves empathy, confidentiality, and understanding.

Self-orientation refers to the focus of a person's or company's actions. It's about whether they are more self-centered or client-centered. High self-orientation decreases trust because it suggests the individual is more focused on their own needs than the customer's.

The Trust Equation is built upon four key factors: credibility, reliability, intimacy, and self-orientation. These factors contribute to building trust in professional and customer relationships.

The Trust Equation emphasizes that building trust is not only about presenting yourself as knowledgeable and reliable but also about fostering emotional connections and genuine care for others.

The Trust Equation helps evaluate and improve relationships by identifying areas where trust can be strengthened. By understanding the four factors, you can focus on building credibility, reliability, intimacy, and reducing self-orientation to enhance trust.

Being proactive involves anticipating needs, problems, or opportunities and acting on them before they become issues. It's about staying one step ahead and demonstrating a commitment to the well-being of others.

The internet spreads information quickly and permanently, making it crucial for companies to be transparent and reliable.

The Trust Equation emphasizes that trustworthiness is higher when individuals or organizations demonstrate a focus on others' needs rather than their own.

Trust is essential for building strong and lasting relationships with customers, as they are the lifeblood of any business.

Being trustworthy requires consistently acting with integrity and adhering to ethical standards, even when no one is watching.

21st Century Trustability involves being competent and delivering on promises, executing tasks efficiently, accurately, and with high quality.

The ability to foster trust is now more challenging yet more important than ever, as the internet has made it easier to build large networks but also easier to lose credibility rapidly.

Misinformation, fake news, conspiracy theories, sensationalism, and disinformation are all threats to trust in the digital age.

21st Century Trustability requires being proactive, anticipating future needs, and taking steps to ensure the success of both individuals and organizations.

A company might choose to use sustainable materials, even if it's more expensive, because it's the right thing for the environment.

A company that takes proactive steps to prevent or solve problems before they arise shows its commitment to customer satisfaction and builds trust.

Artificial intelligence can be used to create fake news and misinformation, eroding trust in digital content.

A software company gains trust by providing a product that works smoothly, without bugs or downtime, as advertised.

A proactive organization might offer training programs to their employees, anticipating future skill needs and ensuring their competitive edge.

Kleenz Dry Cleaners needs to address the lack of trust among its customers. Based on the 21st Century principles of trustability, they need to be proactive, transparent, and reliable to regain customer confidence.