Developing a Process for Improving Customer Satisfaction and Perception

With the continuous technological advancements in our industry and the number of companies capable of offering these solutions, the technology aspect of servicing customers has become a relatively small differentiator between Company A and Company B. More and more customers are looking to work with companies that can offer total support, which includes a higher focus on service. Contracts are being awarded to suppliers whose product reliability is not as high as their competitor, but their service and support organization is stronger. There is a common practice that says if you want to see a person's true characteristics, put them in a highly stressful situation and see how they react. This example could be used to explain day to day airline and military operations, where hundreds of thousands of dollars in the case of airlines, and from a military standpoint, human life is at stake. In those instances, the customer is expecting their supplier to be standing right there with them in the trenches resolving the issue.