QMS For international market

You may be wondering whether or not quality still matters in different businesses field, with a verity options which is available to customers nowadays. The answer is a resounding “yes,” and quality isn’t just about offering a product or service that exceeds the standard, but it’s also about the reputation you gain for consistently delivering a customer experience that is “above and beyond.” Managing quality is crucial for small companies.

Quality products/ services help to maintain customer satisfaction and loyalty and reduce the risk and cost of replacing faulty goods. Companies can build a reputation for quality by gaining accreditation with a recognized quality standard.

Meet Customer Expectations

Meet Customer Expectations in your Business

Regardless of what industry you’re involved in, your customers aren’t going to choose you solely based on price, but often on quality. In fact, studies have shown that customers will pay more for a product or service that they think is made well or exceeds the standard. Your customers expect you to deliver quality products.

How important is good customer service? 

Customer service has an impact on both existing customers and potential customers. Did you know that 68% of consumers would react by telling family and friends about a bad experience by posting it on a social network. And almost 50% of customers claim they would switch to a new brand after just one bad experience!

And as each Facebook profile has an average of 338 friends , one negative experience can quickly reach thousands! 

However, there is great value in ensuring you deliver positive customer service. 

According to the recent Achieving Customer Amazement report, 1 in 4 customers is willing to pay up to 10% more in almost every industry if they receive excellent customer service!  

And an astounding 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. 

Increased sales and customers is one of the benefits. But there’s more, too. 

The benefits of good customer service 

 The worst thing you can do to a customer is ignore them if they try to contact you. Here’s 3 additional benefits of customer service. 

Quality is Critical to Satisfied Customers

If you fail to meet customers’ expectation, they will quickly look for alternatives. Quality is critical to satisfying your customers and retaining their loyalty so they continue to buy from you in the future. Quality products make an important contribution to long-term revenue and profitability. They also enable you to charge and maintain higher prices.

Quality is a key differentiator in a crowded market. It’s the reason that Apple can price its iPhone higher than any other mobile phone in the industry – because the company has established a long history of delivering superior products.

1. Increases loyalty and satisfaction

Happy customers are less likely to stop doing business with you. Plus, if they’re loyal, they will spend more. By using customer service to help them, you can save costs on marketing, helping you reach profitability faster. 

2. Improves word of mouth recommendations

Good customer service is good marketing. 

If a customer is unhappy, they will tell their friends or complain on social media, resulting in a negative perception of your brand. However, if someone is happy with the service you provide, they can influence their network to visit, shop or buy from you. 

3. Understand your customers better

What problems do your customers have issues with? What kind of feedback do they share with you? And how can you improve your product or service? 

Without customer service, you’re just guessing. With customer service, you have the answers. Directly from the customers themselves. 

How you communicate with customers differs from company to company. 

 Today, there’s no shortage of customer service channels. 

Five ways to stand out from the crowd to help you deliver excellent customer service.

1. Respond as quickly as possible

One of the biggest factors in good customer service is speed, especially when a client is requesting something that’s time sensitive.

2. Know your customers

Great interactions begin with knowing your customers wants and needs. Customers love personalization. Get to know your customers, remember their names and previous conversations. If needed, make a note of what was discussed previously so you can refer to it the next time you meet.

3. Fix your mistakes

Not taking responsibility of your mistakes is a sure fire way to getting a bad reputation. Transparency is important in business and customer service is no different. Always strive for a high quality output as it shows you have a high level of standards.

4. Listen to your customers

Listening to your customers will not only result in an indebted and happy customer, it can also go a long way in terms of keeping yourself on their radar for future business.

5. Think long term – A customer is for life

Think long term when dealing with customers. By keeping customers happy, they will be loyal and through word of mouth, will do the marketing for you. 

Establish Your Reputation

Quality reflects on your company’s reputation. The growing importance of social media means that customers and prospects can easily share both favorable opinions and criticism of your product quality on forums, product review sites and social networking sites, such as Facebook and Twitter. A strong reputation for quality can be an important differentiator in markets that are very competitive. Poor quality or product failure that results in a product recall campaign can lead to negative publicity and damage your reputation.

If your business consistently delivers what it promises, your customers are much more likely to sing your praises on social media platforms. This not only helps drive your brand awareness, but it also creates the much-desired FOMO effect, which stands for “Fear of Missing Out.” Social-media users that see your company’s strong reputation will want to become part of the product or service you’re offering, which can boost your sales.

Ways to improve your reputation

1. Be open and welcoming

2. Exhibit transparency

3. Keep your promises

4. Give more than what’s expected

5. Have a strong character

6. Mind your body language

7. Cultivate a positive outlook

8. Help others

9. Prioritize accuracy

10. Be reliable and consistent

11. Take responsibility

12. Find solutions to problems

13. Turn negative feedback into opportunities

14. Welcome challenges

15. Humanize yourself and your business

16. Present a powerful digital image

Why is it important to build a good professional reputation?

  • Attract better people or opportunities
  • Command a larger salary or selling price
  • Attain leadership roles and influence
  • Keep loyal customers who buy more products and services
  • Gain new customers who value a company’s standing
  • Promote funding and better sales figures
  • Lead to better market values and lower capital costs

Meet or Exceed Industry Standards

Adherence to a recognized quality standard may be essential for dealing with certain customers or complying with legislation. Public-sector companies, for example, may insist that their suppliers achieve accreditation with quality standards. If you sell products in regulated markets, such as health care, food or electrical goods, you must be able to comply with health and safety standards designed to protect consumers.

Accredited quality control systems play a crucial role in complying with those standards. Accreditation can also help you win new customers or enter new markets by giving prospects independent confirmation of your company’s ability to supply quality products.

Quality Is More Than Making a Good Product

Manage Costs Effectively

Poor quality increases costs. If you do not have an effective quality-control system in place, you may incur the cost of analyzing nonconforming goods or services to determine the root causes and retesting products after reworking them.

In some cases, you may have to scrap defective products and pay additional production costs to replace them. If defective products reach customers, you will have to pay for returns and replacements and, in serious cases, you could incur legal costs for failure to comply with customer or industry standards.

All of the above point could be fruitful to help your business to start it’s step to the international market.

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