Today is another self-directed learning for customer perception.

However, through the lecture on this topic, I agreed that customer is not always right. If they are always, they can bring problems to us because they can complain as and when they like since they are always right.

It has also taught me the different measures of customer satisfaction and perception. From here, we can "read their mind" and provide them with a better service.
Different people see things differently, hence providing consistent service is not good enough. We have to add value to our service to create a better impression.

Customers have the choice to leave as and when they like. Therefore in order to retain your customers, do something unique and extraordinary that will make them stay!

For myself, I tend to think that G2000 is a high-end retail shop because of the office attire that they sell. Therefore, I would expect quality service from them. This is my own perception based on first impression, advertising and marketing efforts.

Hence when I'm out to work next time, I will have to take note of my company's brand image, what my company is selling, in order to know what customers think about the company. This links to another topic on BUILDING SERVICE CULTURE.