When businesses define the word ‘quality’ they generally refer to their product or service; but ‘quality’ is about far more than that. From the consumer’s point of view, quality should apply to every aspect of their buying journey, from first viewing the product online or in-store to after-care.
This difference of opinion has even revealed itself in surveys, with business owners saying product quality is improving and consumers saying it is declining.
Quality Not Price
The fact is that globally, quality is becoming more important to consumers than price. A recently released report on customer expectations in the US revealed that 53% considered quality the most important factor when buying a product, as opposed to price (38%). Interestingly, the report also revealed that store discounts don’t hold the same appeal as they used to. Most shoppers would prefer to pay the normal price to get a quality product AND service.
The results of surveys like this will have a huge impact on how retail and online stores do business in the future. The big stores had shoppers well trained to focus on deals but, with that no longer as relevant, they will need a new approach to marketing.
Quality Assurance Management System
In Australia, more businesses are implementing a quality assurance management system in a bid to lure and hold onto customers. Such a system is not just about the quality of the product but the overall service.
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By placing quality at the heart of the operation, a quality assurance management system can create a different workplace culture. Through regular internal audits, the company can ensure everything about it spells ‘quality’, including its marketing, packaging, customer relations, after-care and more. In other words, exactly what those surveyed consumers wanted.
Right now is an excellent time to consider a quality management system in Queensland. Not only will it put you ahead of your competitors, but it will lay the foundations for a healthy customer base in the future.
