HOW CAN WE SATISFY OUR CREATIVE CUSTOMERS?
Editor: Marjanovic D., Storga M., Pavkovic N., Bojcetic N.
Author: Fukuda, S.
Section: HUMAN BEHAVIOUR AND DESIGN
Our product development has been product-oriented and one way from the producer to the customer. We have regarded them as mere passive consumers and failed to notice our customers are creative and active. But customer’s experience adds value in this age of great changes. We, engineers can create experience for them not only through usage but throughout the whole product lifecycle from design, manufacture, use and repair. Then we will satisfy their highest human needs of self actualization. It is service beyond product delivery and we could establish win-win relation more easily.