-
- News
- Books
Featured Books
- pcb007 Magazine
Latest Issues
Current IssueThe Growing Industry
In this issue of PCB007 Magazine, we talk with leading economic experts, advocacy specialists in Washington, D.C., and PCB company leadership to get a well-rounded picture of what’s happening in the industry today. Don’t miss it.
The Sustainability Issue
Sustainability is one of the most widely used terms in business today, especially for electronics and manufacturing but what does it mean to you? We explore the environmental, business, and economic impacts.
The Fabricator’s Guide to IPC APEX EXPO
This issue previews many of the important events taking place at this year's show and highlights some changes and opportunities. So, buckle up. We are counting down to IPC APEX EXPO 2024.
- Articles
- Columns
Search Console
- Links
- Events
||| MENU - pcb007 Magazine
Estimated reading time: 1 minute
Point of View: What Do Customers Want?
Years ago, I watched a Mel Gibson movie entitled “What Women Want,” which was not as difficult as you might think since he had the ability to read women’s minds. I would never pretend to be able to answer that question in any way, shape or form, but I would be able to offer some guidance on what customers want.
What Customers Need
What customers want is very simple. They want the core product or service of your business to meet their needs and expectations. If you are a PCB manufacturer, customers want a board that works, delivered on time, and at a value for their money. Wanting stuff that works, when you need it, is not an unreasonable expectation. Then why are high marks for customer satisfaction so difficult to reach and maintain consistently?
Because customers expect these things; they are called order qualifiers, or in other words, the price of admission. Satisfying these core areas will create loyal customers or cause them to tell others how good you are. However, if you don’t meet these basic objectives, they most certainly will tell anyone who will listen how bad you are.
Editor's Note: This article originally appeared in the June 2013 edition of The PCB Magazine.
More Columns from The Right Approach
The Right Approach: I Hear the Train A Comin'The Right Approach: Culture Change is Key to a QMS
The Right Approach: Leadership 101—Be a Heretic, Not a Sheep
The Right Approach: Leadership 101—The Law of Legacy
The Right Approach: Leadership 101: The Law of Explosive Growth
The Right Approach: Leadership 101—The Law of Timing
The Right Approach: The Law of Sacrifice
The Right Approach: The Law of Priorities