Total Quality Management
Customer Satisfaction
- Conformance to specifications- Guess brand represents popular, quality clothing at an affordable price. The clothes are durable, fit the latest trends, and are offered at average prices relative to competitors.
- Fitness for use- Clothing is offered in different sizes so that customers are comfortable while being stylish and get the best experience from their clothes.
- Value- Guess offers quality clothing at a good price. Customers can expect to not spend a fortune for good clothes.
- Support- Customers are immediately helped when visiting the store. Customer Services Reps can aid a customer with any issue regarding their purchase; refund, exchange. There's also a website and a complaint line.
- Psychological impressions- Stores are flashy, and trendy to exude quality and popularity so customers feel like superstars buying clothes.
Employee Involvement
- Organizational Culture & Teamwork- Employees are trained to provide excellent customer service. Employees are given individual roles (cashier, stock, sales) but work together to help customers and meet sales goals.
Continuous Improvement
Kaizen- Through the use of information system such as POS systems, Market research, and customer feedback, Guess strives to continuously improve its practices to provide the best experience to customers.
Comments
Post a Comment