In turbulent economic times, consumers’ needs, wants, and desires change. If the marketing activity is primarily emphasizing customer identification rather than customer satisfaction, then as consumers’ needs, expectations, and behaviors change, because of turbulence in the economy, the quality that is delivered to the customer is likely to worsen. This will not serve the customers’ needs. The opposite is necessary to cope with turbulence. The East Elmhurst NY plumbing firm must be proactive in the quality area by providing customer satisfaction. The essentials of a customer satisfaction oriented marketing activity are obsession for responsiveness to customers, constant innovation in the firm, partnership among all people in the firm, change oriented leadership, control by simple support systems.
The East Elmhurst NY plumbing, must innovate not only on special occasions but also constantly. The speed of new product or service development must be faster than the changes occurring in the market place that are causing turbulence. The firm must reduce new product or service development cycle times significantly.
In doing so, the firm must develop multifunction product or service development teams staffed with full-time people from all primary functions of the firm, for example, design, engineering, marketing, manufacturing, and operations or finance. Outsiders such as suppliers, distributors, and, above all, customers must be involved in this process of new product or service development.
In order to provide quality and serve the customers effectively, all personnel at all levels in all functions must be involved. Quality improvement programs, productivity improvement programs, layout of work areas, assessing new technology, making customer calls, and many other similar programs cannot possibly be implemented successfully without full employee participation.
If employees are not highly motivated, these programs are likely to fail. Thus, soliciting the participation of all people in the organization and treating them all as partners and indeed they are is essential for implementation of proactive plans and strategies
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