Added value, perceived value
Success depends on the ability to create value perceived by customers as superior to the competition's. How to manage the value of your products and services?
Many think that quality still means “zero defects.” Others understand that things can’t stop there, because making customers happy is the ultimate goal. However, very few companies have actually implemented a customer value-driven approach like that of AT&T and Johnson & Johnson.
– What makes quality a real strategic weapon in the marketplace?
– What defines the economic success of this modern quality approach?
– What key tools are required to implement this approach?
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