One of the most important philosophies in lean management is something called Voice of the Customer. This is the idea that every process, decision, and move made needs to be executed with the customer’s metaphorical “voice” in mind. A concept commonly used to bring this into perspective is called customer value. Customer value is defined as any value created in a business that the customer would be willing to pay for. For example, when I add lye water to hot oils (yay, saponification!), you – the customer – would be willing to pay for that activity. That’s because I’m quite literally creating the product you want to buy, right? This is called a value-added activity. Now let’s say I forgot to order packing peanuts, so I have to run to Office Depot to get some. Is that trip to the store a value-added activity? Probably not.
The principle of customer value and Voice of the Customer is simple enough, but like with most things, the devil is in the details. It’s not always clear what the customer truly values and what the customer really wants. The only way to know that for sure is to ask the customer.
So this is my exercise in gathering Voice of the Customer information. I want to start adding scents to The Original Collection lineup of shaving soap in the next few months. Rather than go through blind experiments with fougeres, chypres, and other fragrance families, I want to go right to the horse’s mouth.
What do YOU want in a shaving soap fragrance? What would it smell like?
Email me what you’ve got in mind. Don’t feel like you need to be an expert perfumer to explain it, either. You can be as vague or as intricate as you like. I want to know what it is you’re after and I want the challenge of creating something that someone else has dreamed up.
If I choose to incorporate your scent into a soap (or something inspired by it), I’ll send you a free one.
Easy I hope? Let me know!!
I ended with a quote last week, so why don’t we do that again this week:
“A gentleman will not insult me, and no man not a gentleman can insult me.”