- Jan 09 2017
Article: The New Quality Frontier: Applying Continuous Improvement Tools to Marketing and Sales
Does your business have quality progress tools in place for your Marketing & Sales team? Read about why this is important and the tools that can be put in place to ensure top quality for all your teams, no matter the industry.
Customer Care Measurement & Consulting (CCMC)’s research in both consumer and B2B environments finds that as much as a third of all customer dissatisfaction stems from incorrect customer expectations that could have or should have been properly set by M&S [Marketing & Sales]. Incorrect expectations include overblown promises, confusing promotions and avoidable errors in product use which could have been foreseen. […] the problems doing the most damage to loyalty are exactly the ones you hear about least. Because of this, M&S should be a key target area for quality tools.
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President & CEO, CoFounder
Scott Broetzmann has over thirty years’ experience in advising companies on how to invest limited customer experience dollars wisely to ensure happy customers and investment return.