High-quality is a relative term and means different things to different people. If you want to make sure the products you give your customers are high-quality, you need to set a standard for your company and stick to it. Some points to consider are efficiency, does the product perform as promised; ease of use, which is especially true for online sales; and appearance because an attractive design holds people’s attention longer. For a higher return on investment (ROI), you need to listen to your customer’s recommendations and general feedback, so your company represents the highest quality which will increase the percentage of returning customers. Here are three things you can do right now to ensure product quality.
Take Customer Feedback Very Seriously
Negative feedback is hard for anyone to hear, but in a business, it’s essential to know what your customers are thinking even if you don’t agree. There are two main uses for customer feedback; good customer service and product improvement.
Today, customers express their feelings and experiences online with instantaneous results. From restaurant service and food to carpet cleaning to management skills seminars, testimonials are rampant and people read them. You can gain a reputation online for excellent customer service by taking feedback seriously, answering questions and offering freebies to disgruntled customers. This kind of attention proves you value your customers and their satisfaction.
A good example of product improvement is in the hotel industry. People complain a lot if their hotel doesn’t live up to its advertising. Management should respond to complaints and attend to problems that are upsetting customers. This guarantees the quality of service will improve and garner positive testimonials.
Create a System That Defines Quality Management
To maintain high product quality, your business should have business practices that automatically oversee the planning and execution of product quality. This system should include everything from the materials used to manufacture or organize, in the case of services, the product to excellent postage boxes. This will ensure that your products are safely shipped in professional packaging. For online product sales, packaging should have a high priority because your customers will never get a second first impression.
A product quality management system may include marketing research of your customer base, decisions based on evidence and solid leadership. Other points include research on your competitors and above all, you need quality goals set by management that every employee from the CEO to the postal department knows, understands and agrees to follow. With these goals in mind, the path from creation to order fulfillment is clear.
Consider Customizable Service or Features
In the service industry such as a plumbing business, hotel or landscaping company, allowing the customer to fit the product to their needs is a real incentive to buy. According to a Deloitte study, consumers are willing to pay up to 20% more for a customized product or service. This can become expensive for the business, so your quality management system needs to include how many customizable options you can handle while still being profitable.
Since consumers are willing to pay more for personalization, you can command a price premium while increasing traffic and conversion. It will require a rethink of your operating model and may change core processes, especially in manufacturing. It will also require a new department of data governance that allows the customer to control how their data for personalization is stored and used. The results in customer acquisition will soon outweigh any extra costs. Once your quality improves and you have achieved customer satisfaction, you can start to look for ways to cut costs without sacrificing the quality.
For example, you can print T-shirts, print directly on handbags with a UV LED printer or use a desktop engraver for personalized metal plates. The investment will be well worth it because a customized product increases in value and may increase customer loyalty and return orders. Even packaging can be customized with boxes that can carry multiple items or be customized with handles and decorations.
Ensuring that you have a high-quality product to offer your customers may take a little time in planning. Set your goals and standards and decide the methods you will follow to maintain those standards. Whether you have two or twenty employees or more, each one must be committed to following the plan that guarantees your product meets the highest standards.