The biggest challenge in business today is the ever-agressive marketplaces. They can even change overnight, and thus simply focusing on customer satisfaction and loyalty does not guarantee survival.
As quality guru W. Edwards Deming put it, ?We certainly do not want to have an unhappy customer, but it will not suffice to have customers that are merely satisfied.? It is good to have loyal customers?the people who are willing to wait in line for your products and services, and to recommend them to their friends. Loyal customers trust your products and services, and see them as higher value than those of other suppliers.”
This is one of the reasons that make companies turn to Six Sigma. Six Sigma methods contribute in a large part to achieving customer satisfaction and building customer loyalty.
Through Six Sigma, companies will be able to design metrics to measure costomer loyalty. Such measures as retaining and satisfying customers are a good feedback mechanism for an organization. If certain market segments are found to be leaving the customer base, termed as defections, Six Sigma initiatives can be used to find the root cause of the defections and then develop a method of regaining their business. Six Sigma methodology encourages a company to take a proactive approach to sustaining growth.
Read more Customer Satisfaction and Loyalty is not Enough
