Determining What Customers Really Want Concerning Reliability
Customers want the benefits created by your product. They want the time savings, the reduce yield loss, they want the simplicity, coolness, speed, etc.
Customer buy your product to solve a problem, they do not buy it to simply enjoy the features. The features have to do something of value. They have to provide a benefit.
If your product fails, the feature doesn’t work. Customers do not realize the benefit they expected.
In short, your customer wants your product to work as expected. When asked a customer will tell you they do not want to have product failures. [Read more…]