The 360-degree Quality Management model developed by Consulting C3 is based on analysing and controlling service quality, both the objective quality and the quality perceived by the customer, complementing the Service Quality with Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).The advantages of a 360-degree view are the following:
- Retains customers= maximises income and increases bprofits
- Increases customer loyalty until we manage to get them to recommend us
- Ganar Gives flexibility
- Increasesr productivity and efficiency
The first step to advance is to listen, ask customers how they see us, if they are satisfied.
The second, to monitor our interactions.
The third, to act.
The difference between objective and perceived quality will give us the key to know what we have to focus our efforts on.
Here we will get the information we need to know where to aim our business so we can be as efficient as possible, meeting our customers’ real needs, listening to the improvements they suggest, their interests, and focusing on what customers value the most.
Our organisation needs to be customer-centred so that all the collaborators, processes, tools, methods and decisions are based on the data that is collected, contrasted and validated, from our customers’ opinions.
Then we will be ready to change the direction of our company fast, according to the ever-changing needs of the market.
Some of the details that tell us the importance of heading in that direction are: