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Give ’Em What They Want, Not What They Think They Want

Customer service at the speed of technology

Ryan E. Day
Wed, 09/04/2013 - 16:57
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‘This 3/8-in. corded drill/driver features a 4.5-amp motor that offers up to 1,500 rpm for powerful drilling and driving in a variety of materials. The variable-speed trigger helps you match the speed to the application, while the lock-on feature enables continuous drilling and helps to reduce operator fatigue during long drilling times. The ergonomic handle includes a GripZone for comfort during use.” Sold! I need to drill holes, and that drill is exactly what I want.

ADVERTISEMENT

“Our Industrial Plasma Cutter is a lightweight unit that features powerful inverter technology for smooth cutting. Handles almost any project you can throw at it, from mild steel to copper, brass, stainless, and aluminum up to 3/8 in. Cuts faster and more precisely with a thinner kerf and less slag than cutting with oxy fuel. A smaller heat-affected zone also causes less warping. No gas pressure settings, flame tuning, metal preheating, or gas cylinders or refills to worry about, ever.”

Hold the phone. Forget the 3/8-in. drill; the plasma cutter is waaaay better! That’s what I want.

 …

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Comments

Submitted by Rip Stauffer on Tue, 09/10/2013 - 10:00

IF only...

Great point...reminds me of Deming's "carburettor" story, in a way. If only we could get cable companies to do this; I might be able to pay a lot less for the handful of channels I DO watch instead of an arm and a leg for the other 750 channels I have to waste time flipping through to get to any of that handful.

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Submitted by Ryan E. Day on Tue, 09/10/2013 - 12:57

In reply to IF only... by Rip Stauffer

Cable TV

750 channels and nothing worth watching. Such a deal!
  • Reply

Submitted by Steve Moore on Wed, 09/11/2013 - 11:01

In reply to Cable TV by Ryan E. Day

Don't you want to keep up

Don't you want to keep up with the Kardashians?!?!? ;-)
  • Reply

Submitted by umberto mario tunesi on Fri, 09/13/2013 - 16:14

water is really wet?

We may end up discovering that it isn't, by investigating what our job is: customership is itself a process output, and that process is basically a manipulation, a kind of mind warping, if you want. It's easy to say give the customers what they want, but any customer - even ourselves - often does not know what he actually wants, where, when, how. Our customer's image is still strongly biased by western movies showing John Wayne's clenched jaw, or the World War II movies chanting heroic stories. The World is made of jelly, rather than stone. 

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