With the rise of social media, providing a high-quality customer experience is more important than ever. More than 25% of consumers say they have used social media to complain about a company and its products.
Building a strong quality image can help companies avoid the next round of viral consumer punishment and also lead to significant competitive advantage. Unfortunately, traditional rules-based quality improvement processes do not align with the new working environment. Instead, companies must help employees view quality as critical to their own jobs by embedding it as a core value in the company’s culture.