Overview

A detailed examination of a new concept in customer centricity, this book explores customer perception of quality and how to measure it. The author introduces a ground-breaking model for quantifying the impact that poor perception of quality has on the bottom line.

It helps readers understand the importance of customer perception, how they may be misunderstanding this vital component, and how they can look at data collected from a variety of sources - surveys, customer conversations with sales representatives, etc. - and glean a clear understanding of their customers' perception, and the insight necessary to improve it.