Nota Aicex: tutte le aziende ritengono di fornire servizi di qualità. Come facciamo a dimostrarlo? Come possiamo sapere se la qualità fornita è migliore o peggiore rispetto al passato? Ken Grady ci insegna 5 modi per garantire un’esperienza memorabile.
“When Americans say it was great, I know it was good. When they say it was good, I know it was okay. When they say it was okay, I know it was bad.” Laura Klos Sokol
We all provide quality services. We know that, because we tell everyone we provide quality services. No one has shown us a convincing argument to the contrary, so we must be right. But how do we demonstrate that we really provide quality services? How do we know our quality is improving or, shudder, declining? We always want to find ways to demonstrate the value of what we do, but demonstrating quality service is a tough one.
When I moved from being a service provider to companies to being a service provider inside a company, my boss gave me his view on how our business clients evaluated the quality of our services. I have tested his theory over the years, and realized he was on to something.