Here’s a quotation worth discussing with your team.

“Manufacturers are struggling all over the place to call themselves a manufacturer, when in reality there’s a firm in Korea, China, India copying their product with incredible detail. Today, what you have to be is not only an extraordinary manufacturer, but the differentiator in the world. You have to serve that market like nobody else does. That’s what the winning formula is for Moen. We serve like no one … We do not have a service organization because we have to as a cost of doing business. We have a service organization as a place we find smart to invest, to drive business.”

Source: Interview with Paul De Sousa, Director of Consumer Service, Moen, in Customer Experience Report, October 2014.