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Standing in Your Own Line and the Quest for Quality in Teams

Summary: This article started with the author's speculation on what would happen if company executives stood in their own lines, or experienced their products and services the same way that their customers do. He urges companies to consider what it is like to stand in their line. What do their customers experience? The ultimate determination for an individual to remain a customer is total customer value, and this means more than a fair price, good service, and a good product. It is the whole experience. If one element is unsatisfactory, then no matter how beneficial the other elements are, a company's customers will not consider the experience to be satisfactory. The customer’s interpretation of real value supersedes the product or service, so ensuring a positive, high-quality experience leading up to a sale and continuing after the sale is as important as minimizing errors and defects in manufacturing, processes, and other company functions. Embracing the idea that everyone has internal customers and is also a customer strengthens the value of teamwork.

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  • Topics: Teams, Customer Experience Management
  • Keywords: Customer expectation, Customer retention, Internal customer, Teamwork
  • Author: Panaggio, Tom;
  • Journal: Journal for Quality and Participation