Comments on: Unarticulated Customer Needs https://6sigma.com/unarticulated-customer-needs/ Six Sigma Certification and Training Fri, 28 Feb 2025 06:02:10 +0000 hourly 1 By: Mihir Gandhi https://6sigma.com/unarticulated-customer-needs/#comment-24722 Wed, 15 Jul 2009 15:46:01 +0000 https://opexlearning.com/resources/361/unarticulated-customer-needs#comment-24722 This is so true..I work in the software industry too and have observed that the client does not care about the features but the experiences. We try to cover the system deficiency of being flexible by giving good customer service that they remember us for.

]]> By: Darren Johnson https://6sigma.com/unarticulated-customer-needs/#comment-24721 Sun, 25 Mar 2007 07:06:34 +0000 https://opexlearning.com/resources/361/unarticulated-customer-needs#comment-24721 This is awesome! That’s a great chart to get people off the bandwagon that more features = better. I am so tired of product after product that is crammed 95% full of features that I will never use. Case in point – my Treo. It does this and that and camera and bluetooth and file transfers and mp3’s and excel spreadsheet, etc. etc. The only thing it doesn’t do? WORK AS A PHONE. I’m on the product side for the company I work for and it’s a constant battle to talk end-user benefits/experiences instead of new, cool features that we COULD do. Developers are obsessed with their capabilities way more than what the customers actually want.

I haven’t heard of the Genchi Genbutsu before – I’ll have to look into that more.
Great post.

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