Questions from Total Quality Management

Q: Why do many customer satisfaction efforts fail?

Why do many customer satisfaction efforts fail?

Q: How is the net promoter score measured? What insights does the

How is the net promoter score measured? What insights does the score provide to management?

Q: Summarize the key customer focused practices for performance excellence. Which of

Summarize the key customer focused practices for performance excellence. Which of these are reflected in the City of Fort Collins and K&N Management?

Q: What is customer perceived value, and how can an organization benefit

What is customer perceived value, and how can an organization benefit from measuring it?

Q: Explain the difference between satisfaction and loyalty. Why is loyalty more

Explain the difference between satisfaction and loyalty. Why is loyalty more important?

Q: What is customer engagement? How does it differ from satisfaction?

What is customer engagement? How does it differ from satisfaction?

Q: Describe the model used in computing the American Customer Satisfaction Index.

Describe the model used in computing the American Customer Satisfaction Index. How might a business use the information from the ACSI database?

Q: Explain the difference between consumers, internal customers, and external customers

Explain the difference between consumers, internal customers, and external customers.

Q: Explain the AT&T customer–supplier model. Why would

Explain the AT&T customer–supplier model. Why would it be an important component in training new employees?

Q: Prepare a list of moments of truth that you encounter during a

Prepare a list of moments of truth that you encounter during a typical quarter or semester at your college or university