In a customer-centric company, ‘perceived quality’ becomes the reference for all ‚technical quality‘. Only perceived quality is driving final decisions. Should technical quality be substituted by perceived quality? Certainly not, but it manes differentiation of technical quality possible, according to its contribution to return on investment. Of all the technical KPIs, which ones really have an impact on customer behavior and business success? It is necessary to ask this question, because it reveals how we need to ‘play’ the technical machinery. The target is not perfect technical deployment, the target is the best possible business success.
The customer-centric company makes feedback a culture. However, ‘feedback’ is only the raw material. Through evaluation of each piece of this raw material will create new kinds of extra value, ending up as active elements in customer interaction.