“Is the product performing up to expectations?”
Compared to a time when businesses pride themselves for making things to last forever (!) the core essence of ‘quality’ has been refashioned significantly over the recent decades. Customers of today would probably still like a product that has everything and lasts forever, or a service that satisfies every whim and fancy. What has changed, however, is that the alternatives to that option are getting better at strategically fulfilling niches of needs and wants; and furthermore – given customers’ increasing preference for variety and novelty – these offerings last just long enough before the customer shift their attention onto the next ‘latest thing’. Given that better quality generally translates into higher costs-to-produce and higher prices, it is critical for businesses to find out the threshold quality level that keep their customers coming back for more.
That is why at Nexus Link we persuade our clients to focus on pinpointing the ‘benchmark’ of quality used by their customers, instead of pursuing an arbitrary standard of quality. We purport that ‘quality’ is driven by a host of factors – such as profiles of the target customer segments, industry and socioeconomic environment, etc.-in a configuration that is unique to each business.