Want to manufacture a machine that builds customer loyalty? Make sure your customers help you build it. And, then change it. And, make it better. Companies that understand the critical role their customers play in creating and improving their machines are the companies that last.
How do customers define excellence in a machine? It’s a combination of durability, longevity, quality, intuitive operation and cost. A machine should be intuitive to use. When it is well-engineered, customers often don’t need operating instructions. Their people can walk up to the machine and know how to use it. A machine must be both efficient and productive. Every machine and every customer defines that differently.