Managing Quality Expectations in Retail

For the GWC USA Inc company, they need to be able to manage their quality expectations for their consumers. Quality expectations all depend on the firm’s performance level, realistic expectations, and unrealistic expectations and of course the extremely discrepant expectations. Quality expectations also differ due to a company being able to act on the possible dissatisfaction of their customers. The ways that consumers act on dissatisfaction is they will always find ways to voice their response and appeal to the retailer directly. They will also have private responses such as expressing their dissatisfaction to friends or boycott the store and there are also third-party responses that deal with the legal action of a consumer.

Measuring the real value of happy customers is something every retailer should be doing since a loyal buyer with a low referral rate averaged 49$, and a buyer with a high referral rate brought in about 670$. Studies also show that there are 78% of consumers who are willing to pay more for products if they experience fantastic customer service. Also, great customer service is something that travels very fast on social networking sites nowadays. When it comes to the concept of total quality management, this has to do with a complex set of management and engineering procedures aimed at reducing errors and increasing quality. It is important to be able to send marketers and designers to the precise place of product consumption.

When a consumer purchases an item, they have different disposal options such as keeping the item, getting rid of the item permanently or getting rid of the item temporarily, which are major concerns to marketers and to public policymakers. If they keep the item, they can use it to serve as its original purpose, store it of convert it to serve a new purpose. They can permanently get rid of it by trading it or selling it. They can temporarily get rid of it by renting the item or lending the item.

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