How do you get feedback from customers to reduce waste?

It is imperative that you understand your customers' needs and specific requirements. Many times, I see teams 'take a guess' at what a customer is asking for based on a documented specification. It is important to have a conversation with the customer, or better yet, WALK IN THEIR SHOES! Through customer focused gemba (go and see) one can learn a lot about what our customer's needs and desires are and once we understand how they are using our product or service, you can also figure out ways to delight them so that your product or service stands out from the rest.

Before seeking feedback, understand your product's unique benefit. With PepsiCola, it's beyond a drink—it embodies refreshment and lifestyle. In Lean terms, it's about delivering maximum value with minimal waste. Your value proposition should be clear and quantifiable, focusing on customer-centric solutions. Tools like the value proposition canvas can sharpen this, ensuring you're efficiently meeting market demands.

There is nothing more valuable than talking 1:1, voice to voice, with someone to get feedback. Remember to always dig deeper, following the 5 Why's methodology. "It was uncomfortable" doesn't help much. "Why was it uncomfortable?" Keep digging until you get to the root of the issue, that is where you will find the gold feedback that will allow you to create the best product out there, ultimately reducing waste.

After collecting customer feedback, particularly from fabric industry clients who commented on a new line of breathable textiles, it's crucial to analyze it. Using tools like dashboards, seek patterns and trends. Compare feedback with the value proposition you set; for instance, was the fabric truly breathable as promised? Pinpoint inconsistencies or gaps between offerings and customer expectations. Also, identify any production waste indicated by client concerns or complaints.

Include a question about waste in your customer satisfaction surveys. For example, you could ask customers how satisfied they are with the amount of packaging on your products or how easy it is to recycle or compost your products. Hold a focus group with customers about their perceptions of your brand's sustainability initiatives. This feedback can help you to identify areas where you can improve your sustainability messaging and to develop new initiatives that resonate with your customers. Train your customer support team to identify and report customer feedback about waste. This feedback can help you to identify trends and patterns in customer waste experiences.