On page 57 at the top of figure 3.2 you see suggestions for improvement. No I have never been asked to provide my suggestions for improvement, other than the standard survey that everyone gets.
For Mocrosoft they say that when the service packs come out that customer feed back on what they would like drives it, and the items are added or modified. Not sure who requested that the system locks up at least three times a day but that is one they could have left off in my opinion. But this system is very customer driven and helps them keep their customers happy and cost down. While the customer gets what they want or feel they need, the company only provides what is desired and saves time and money on not providing and updating programs people do use or they feel are unimportant to them. This is a great example of streamlining a product to meet your customer’s needs and how that knowledge can add to your bottom line as a company
I have a friend whose father has never driven anything but a Ford, and in return he has always had at least one Ford in his drive was as well. Being the loyal customer that his father is, Ford has asked him several times to preview new production versions of their trucks. He happily attended every invite at which viewed, test drove and provided feed on the new versions. He was very excited when the new models rolled off the line to see if any of his suggestions were taken and made a reality. Now they did use one of his, he was probably one of many that had the same idea, like or dislike. But when the truck rolls out he and he sees there had been a change it makes him feel that his input was very important, and the talk leading up to the roll out is non stop.
Both of these are great examples of using customers to improve your service and product that they use while reducing.
We had a distributor summit at which we had users of our product talk with distributor about why the liked our product some much. At which there was a gentleman who was a fire fighter in Key West and when the hurricanes hit he used our silicone to seal up every window and door in his house because of the potential flooding, he even used it on his truck doors and windows on the vehicles he could not get out in time. Well he made a tremendous impact on our distributors when he talked about the 5-foot deep floods from the tidal surge and how his house was the only one that had no interior water damage at all. Also his truck interior was perfect with no damage, as a matter of fact it was so perfect that the insurance company refused to pay for repairs to the motor due to flood because they did not believe him.
Great impact on or distributors and generated a lot of talk as well as sales about our product going forward.
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