Do you listen to your customers - or just to the noise of the machines?

15 Jul Do you listen to your customers - or just to the noise of the machines?

Most industries don't know what their customers really think about Industry 4.0

The industry faces complex, structural challenges that directly impact the relationship with its customers.
Among the most critical are:

Industry 4.0 brings new opportunities to better understand the customer.

• Lack of visibility on the after-sales customer experience;
• Slow reactions to recurrent operational failures;
• Difficulty in picking up on early signs of dissatisfaction;
• Feedback dispersed between different areas (commercial, technical, logistics);
• Breaches of trust at key moments in the supply journey

In environments where efficiency and standardized processes are a priority, the voice of the customer ends up being silenced by rigid routines and contractual relationships based on delivery, not perception.

Traditional surveys capture indicators.
But they ignore the subtle signs, the noises of dissatisfaction, the daily undocumented friction between customer and supplier.

In industry, these little noises go viral:

• Lost buyback;
• Cancellation of contract;
• Reputation shaken in a long, connected chain of stakeholders
  

Frustrated customers don't complain. They just change supplier.

Hermes: the messenger between worlds, now for industry

In mythology, Hermes was the only one capable of moving between worlds and bringing difficult truths to light with agility and precision.

In the industrial sector, the gap between what your operation delivers and what the customer really perceives can be as great as between the shop floor and management.

And often, no one is there to carry the right message.

That's where the Hermes Project comes in.

O Hermes Projectdeveloped by MPL, acts as a strategic messenger which translates hidden dissatisfaction into tangible opportunities for improvement - with method, analysis and technology.

Inspired by the mythological god, the corporate Hermes goes to the client, collects perceptions and returns clarity about the situation:

• Critical points in the customer-supplier journey;
• Communication failures and operational noise;
• Unmet expectations that your company didn't even know existed;
• Possible systemic corrections, applying Artificial intelligencewhen necessary;
• And the best thing: impartially, without constraints or hierarchical barriers.

Why the MPL?

Because we are recognized for excellence in management systems - but also for transforming our own processes based on active listening to our industrial customers.

We understand operations, technology and relationships.
And we apply this knowledge to deliver not just efficiency, but lasting trust in the industrial chain.

Diagnosis: a call for truth

The first phase of the Hermes Project is a real satisfaction diagnosis - clear, objective, to the point.

You receive a report with:

• Invisible operational tensions;
• Perception gaps in service;
• Practical and prioritized suggestions for improving your industrial customer's experience

Because your customers are not gods... But they want to be treated with intelligence, agility and respect.

The Hermes Project is the link between your operation and your client's real perception of value.
He doesn't bring promises.

It brings diagnoses. It brings clarity. It brings action.

And that's where transformation comes from.

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