"Customers' perceptions of product quality – as opposed to objective quality – drive preferences and consequently satisfaction, loyalty, sales and profitability…."[1] As Dr Phil rightly puts it: there is no reality, only perception. The way your customers view quality is really only a reflection of their interactions with you, and do not necessarily mirror the actual quality embedded within your products, and/or services. Customers may already have impressions about you well before … [Read more...]