Customer Value Starvation Can Kill

When Zero Defects Are the Norm, Why Not Zero Customer Complaints?

There was a time when there was no such phrase like zero defects. It was accepted that some defects would always remain. But management gurus like Dr. Joseph Juran and W. Edwards Demming convinced management that zero defects were not only possible but could also create a competitive advantage.

Today, it is accepted that customer service is necessary, and good customer service creates a competitive advantage. Unfortunately, customer service efficiency is measured by customer satisfaction that measure transactions and not embedded feelings over a period of time, which is quantifiable by measuring customer value. Another measure is complaints per thousand interactions. Many companies ...