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The appeal is extending from retail stores into the labs
of the world's biggest manufacturers. Procter & Gamble Co. (PG
) lets shoppers design everything from eye moisturizer to liquid foundation
makeup at its reflect.com site. Engineers at Rockwell Collins Inc.
(COL ) use virtual online labs to tailor materials for fighter-pilot
visors. And Yankee Candle Co. (YCC ) woos buyers with brightly-hued
labels and exotic scents they can mix and match for the right candle.
"Mass customization will grow, becoming a necessity in some industries,"
says Paul H. Zipkin, professor at Duke University's Fuqua School of
Business.
Companies are approaching this new world with caution, and with
good reason: The Web can find plenty of customers for made-to-order
products, but retooling a factory to spit out thousands of faultless
variations on a theme is no easy job. Nike Inc. (NKE ), for example,
spent six months working with suppliers in Asia to rejigger its
manufacturing for custom-made sneakers. Other companies, aware of
the complications, start off with reduced offerings. Staples Inc.
lets customers pick fabrics or colors--but only for chairs.
Today's custom e-marketers have lots to learn from services that
have flopped. One clear lesson: It's nearly impossible to customize
tastes. Why? Words rarely suffice. When Generals Mills Inc. (GIS
) launched Mycereal.com two years ago, it urged breakfasters to
order their dream cereals. But customers found that the taste fell
far short of their mouth-watering descriptions--and cost more than
$7 a box to boot. It was the same story at P&G's coffee site,
Personalblends.com, which tempted coffee lovers with blends customized
to their own tastes. Shoppers were stumped by the questions designed
to help define their taste--and were unwilling to pay the $10 a
bag that P&G needed to charge.
Still, recipes for success are emerging. Industries such as clothing
that can charge a premium for quality are a natural. Others, like
golf clubs and hockey sticks, that deal with simple shapes also
have an edge. For businesses rooted in databases, from credit-card
companies to mortgage lenders, the race to the mass market of one
is well under way.
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