How customer interactions guide innovation at toolmaker Snap-on
Snap-on, the publicly-traded toolmaker based in Kenosha, Wisc., has 11,500 employees around the world. But the $3.5 billion company, which sells its products predominantly through franchisees, is increasingly looking to customers to help guide its innovation efforts.
Case in point: the company’s EPIQ line of high-end professional toolchests, below.
“This was a ground-up design really driven by customer input, not by what we wanted to do, but really driven by what customers wanted us to do,” says Bennett Brenton, the company’s chief innovation officer.... continued ...