Why should I care about my product and service quality?
"Quality" is a word with many definitions. Some could be based on facts or subjective feelings, but they are interdependent. It is a basic tool to determine the nature of a product or service and know if it fulfils its intended purpose. The meaning varies from consumer to consumer. Some people perceive something to be high-quality if it is luxury or long-lasting. Others may place a premium on efficiency or convenience of use. Product quality, regardless of definition, influences purchasing decisions and profitability in businesses. It extends beyond the product or service you sell, and it is a crucial component of a company's success regardless of industry or market environment.
Remember Benny’s company “Zeyka?” They began creating art and selling it on the internet. The art corresponds to the atmosphere of his clients' businesses or hotels. It was available in a variety of print sizes, textures, and frames. They wanted to deliver the most appealing features to his clients so that his artwork shines while also blending in with the decor. They decided on a few qualities, such as frame durability, print quality, protected and appealing packing, great logistical assistance and returns on damages. Rapid customer service, and a variety of artwork, frames, and print textures to choose from for ideal options were also included.
So, when they talk about "quality," they do not only mean "high-quality art." Right? A customer considers quality to be a holistic experience. Quality includes everything from the print material and frame to the packaging, delivery, and grievance assistance. Every aspect of the process needs to be taken care of. Remember Vaishali, she was only concerned with the quality of the designs, not the speed with which they were provided. As a result, she lost many customers. Money is measured in terms of time. Quality and delivery time must go hand in hand.
As a result, quality is a critical component of building a business in the industry. Quality includes not only your core product or service, but the full value chain discovery, delivery, and customer retention process.
Quality also includes making it simple for customers to communicate with you. Benny's simple customer service helps to handle difficulties easily. The Augmented Reality software he uses also allows the consumers to make quick purchasing selections. To add to this, his business partner Neha oversees delivering the product in the finest possible packaging and logistics. They also provide a money-back guarantee if there is a problem with quality or delivery on their end. This fosters a positive work relationship with clients.
Thus, their corporate clients have faith in them and the artists on their platform, and they often return for more purchases. Neha's exceptional management experience ensures that all production and operations run smoothly. All this has allowed Zeyka to serve many customers at the same time and grow to new customers.
This also gives rise to a marketing method called word-of-mouth marketing. It is when a customer's interest in a product or service reflects in their daily conversation. These casual social interactions influence other people to buy the product. It also helps spread the word without any investment from the company.
It is one of the most effective marketing methods. Clients suggest Zeyka's work and firm to others, and word-of-mouth has become one of the most important sources of new customers for them. This implies Zeyka will have to spend even less money on marketing to gain new customers.
With such a fantastic name, features, and supply chain, Zeyka can charge a premium for their best-selling products on the company's website. This way they can offer good value to all artists and add new premium customisation choices to attract even more clients. Their website is full of excellent online reviews, which encourages more clients to make their first online purchase.
Next time, we will go over how to generate high-quality products and services.
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About the Writer
Anchal Srivastava is an architect, urban planner, writer, researcher and scholar. She is a certified GIS specialist from IIRS, ISRO, Dehradun. She is a graduate of the School of Planning and Architecture (SPA), Delhi and Dr. A.P.J. Abdul Kalam Technical University (APJAKTU), Uttar Pradesh. She has experience working at the Town and Country Planning Organisation Delhi, Jabalpur Smart City Limited, Suresh Goel & Associates (SGA), APS Green Architects & Associates, and as the head architect at SSAP and Shantiniketan Buildtech Pvt. Ltd.
About the Editor
Nidhi Joshi is a writer, architect and artist. She experiments with art, calligraphy and all things Interior Design. She is a graduate of the Bharati Vidyapeeth College of Architecture, Mumbai. She has experience interning at PG Patki Architects.
About the Illustrator
Priya Bansal is an architect and a generalist, currently based out of Delhi NCR. She is a graduate of the School of Planning and Architecture (SPA), Bhopal. She has experience working with Studio Juggernaut.