Customer satisfaction in the distribution line. Argentine experiences
Norah Schmeichel Syngos CSM, Argentina
Customer satisfaction studies are the key tool for managing continuous quality improvement or total quality processes, as each company defines it.
Political, economic, and social changes in Latin America have led to a new 'deregulating' and 'privatizing' framework in many countries - particularly in Argentina - which has raised business competitiveness to new heights.
This macroeconomic phenomenon comes along with social learning: customers 'dare' demanding, reward and sanctioning via their trade relations.
At a microeconomic level, a new phenomenon makes a strong impact on manufacturers: transformation...