Customers should be involved in the design of new products and services. It is also important to measure how your company compares to the competition. Companies should promote internally to encourage retention of trained and skilled staff. Customers should be asked directly what is important to them. Companies should never assume what customers want.
Internal consistency is vital.
Processes must ensure consistent standards of products and service quality. Customer feedback is the most important element of customer service. Bench marking is a key element to success. It is also important for the staff to meet at least every six weeks to express their views. At these staff meetings, the company's vision should be communicated to ensure that all staff members understand the companies goals.