When asked about their metal companies, most tend to describe the type of metal they sell. They also mention the machines and techniques they use. Some even mention certifications they have on their shelves. But rarely do they describe the service: the actual product you sell.
The difference is that the metal the customer is buying is often a commodity, a piece of machined metal.
But the service is what the customer feels when placing orders or receiving the product.
This is about what this one experiences in doing business with your company, not the actual metal.
The customer doesn’t care how many machine hours you run, how many machines you have or how big the team is. They only care about the experience.
The key is the difference between the metal sold versus the product provided. And that’s defined by your digital factory.
A digital factory creates an experience for the customer. That’s what the customer buys, not the metal. Product quality is part of the experience. That everything runs reliable is also part of the experience.
A digital factory is more than linking software for efficiency. We look at the customer’s experience. And that where web portals and the digital supply chain come in. It allows them to work easier, faster, and more enjoyable directly with your factory.
A good experience keeps the customer coming back to your service. Because they feel great about your service.
> Ultimately, people buy feelings.
How do you want your customers to feel when they do business with you?