GSB’s customer focus

By: Monserrat Ortega Hernández
Quality Manager at GSB

Throughout history it has always been said that customers look for services or products with the three B’s: good, nice and cheap, however, GSB has broken this paradigm.

“From the customer’s point of view, it’s not always the quality, cost or on-time delivery. When customers evaluate the products and services they receive they have to weighing among these three key factors to maximize value. For suppliers, the challenge is to provide your customers with maximum value, which is usually achieved when you strike a balance between quality, cost and on-time delivery. balance between quality, cost and on-time delivery.”

“The First among Equals,” Quality Digest, June 1999.

We try to listen to our customers in order to understand how they perceive the value of their services and translate this information into technical specifications, aligned to our business processes.

We recognize that what really catches the customer’s attention are the benefits that our services provide. That’s why we focus primarily on making the difference between satisfaction and perceived value to your customers and the competition.

Satisfaction and perceived value are related but distinct concepts.

Satisfaction focuses on how they felt the last time they purchased a service.

Perception, on the other hand, is our customers’ view of those benefits.

Our customers’ perception of the value they have received is very important to us, so we strive to make their overall experience truly valuable and satisfying.

The guarantee of our growth is based on the loyalty of our customers, they are our best support to encourage other users to get to know our wide range of products and services.

We recognize that if we don’t take the customer into account, someone else will.

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