Ransford Basics Certificate Course in Building Customer value

Net Promoter Score (NPS) is a management tool used by businesses to gauge the loyalty of their customer relationships. It's based on the idea that customers can be divided into three categories: promoters, passives, and detractors.  Customers are typically asked a single question: "How likely are you to recommend our company/product/service to a friend or colleague?" They respond on a scale from 0 to 10.  - Promoters (score 9-10): Customers who are highly satisfied and likely to recommend. - Passives (score 7-8): Customers who are satisfied but not enthusiastic enough to actively promote. - Detractors (score 0-6): Customers who are dissatisfied and may spread negative word-of-mouth. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a score that can range from -100 to +100. A positive score indicates more promoters than detractors and suggests that a business has a strong base of loyal customers. NPS is used as

A customer complaint is a formal or informal expression of dissatisfaction or criticism regarding a product or service provided by a company. It could be related to various issues such as product defects, poor service quality, billing errors, delivery delays, or unmet expectations.  Customer complaints provide valuable feedback to businesses, allowing them to identify areas for improvement and take corrective actions to address the concerns raised by customers. Effective handling of customer complaints is crucial for maintaining customer satisfaction and loyalty.  Let's delve into the concepts of customer complaints with some examples: 1. Product Defects  A customer purchases a new smartphone, but after a few days of use, they notice that the camera lens is scratched, affecting the quality of their photos. They contact the company to complain about the defect and request a replacement or repair. 2. Service Quality  A guest checks into a hotel and finds that their room hasn't be

The impact of quality, especially in the context of Total Quality Management (TQM), can be significant and far-reaching. Here are some key impacts: 1. Customer Satisfaction High-quality products and services lead to increased customer satisfaction, loyalty, and positive word-of-mouth, which can result in repeat business and new customers. 2. Competitive Advantage  Consistently delivering high-quality products or services can differentiate an organization from its competitors, leading to a competitive advantage in the market. 3. Cost Reduction  Improving quality often leads to reduced waste, rework, and warranty costs, which can result in overall cost savings for the organization. 4. Employee Morale and Engagement  Involving employees in quality improvement efforts can lead to higher levels of morale, job satisfaction, and engagement, as employees see the impact of their work and contributions to the organization's success. 5. Efficiency and Productivity  Quality improvement efforts

Total Quality Management (TQM) is a management approach that aims to achieve long-term success through customer satisfaction. It involves all members of an organization in improving processes, products, services, and the culture in which they work. TQM emphasizes continuous improvement, teamwork, and customer focus. Key principles include: 1. Customer Focus Meeting customer requirements and exceeding their expectations. 2. Continuous Improvement Constantly seeking ways to improve processes, products, and services. 3. Employee Involvement  Involving all employees in the improvement process. 4. Process Approach  Managing activities and resources as processes to achieve objectives efficiently. 5. Systems Approach :  Understanding that all processes are interconnected. 6. Leadership Involvement Providing vision, direction, and support for the TQM process. 7. Evidence-Based Decision Making  Making decisions based on analysis and evaluation of data and information. 8. Supplier Relationships