FINAL REVIEWER (OPMA 4)

Customer Focus

is a core principle of quality management that prioritizes understanding, meeting, and exceeding customer expectations. It’s about designing every process, product, and service with the customer in mind.

Customer Satisfaction

is the degree to which a service meets or exceeds customer expectations. It reflects how happy customers are with their experience

Customer Engagement

refers to the emotional connection and active involvement customers have with a brand. It includes interactions, feedback, loyalty, and advocacy.

Identifying Customers in Quality Management

means recognizing who benefits from your product or service and understanding their needs, expectations, and preferences.​

External Customers

Individuals or organizations who purchase or use your services (e.g., hotel guests, tourists, travel agents)

Internal Customers

Employees or departments within the organization who rely on each other’s work (e.g., housekeeping relying on front desk accuracy)

Customer Needs

means identifying what customers truly value in a product or service—beyond just what they say. It’s a cornerstone of quality management and essential for designing experiences that satisfy and delight

Surveys & Questionnaires

collect direct feedback on preferences and satisfaction

Customer Interviews

Gain deeper insights through one-on-one conversations

Focus Groups

Explore perceptions and expectations in a group setting

Observation

Watch how customers interact with services or products

Customer Relationship Management

is the practice of building and maintaining strong connections with customers to enhance satisfaction, loyalty, and long-term value. In quality management, CRM is essential for aligning services with customer expectations and driving continuous improvement.

Trust and Transparency

Open communication builds credibility and loyalty

Consistency

Delivering reliable service reinforces customer confidence

Responsiveness

Timely and respectful handling of inquiries and complaints

Personalization

Tailoring services to individual preferences and histories

Feedback Integration

 Using customer input to improve processes and offerings

Trust and Transparency

Consistency

Resposiveness

Personalization

Feedback Integration

What are the 5 Key Principles of Relationship Management

Customer satisfaction

It reflects how well your service meets or exceeds expectations. It’s a key performance indicator in quality management

Interaction Frequency

How often customers engage with your brand

Social Media Activity

Likes, shares, comments, and mentions​

Email Open & Click Rates

Indicates interest in communication and offers​

Times Spent on Platform

Measures depth of engagement with your website or app

Customer Lifetime Value (CLV)

Predicts long-term value based on engagement and purchases

Interaction Frequency

Social Media Activity

Email Open & Click Rates

Time Spent on Platform

Customer Lifetime Value (CLV)

What are the 5 Key Principles of Relationship Management