Let Customers Co-Design Your Solutions and Strategy
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Setting Expectations for Customer Co-Design and Other Customer-Facing Engagements
The New CSM Guidebook: Part 4: Setting Expectations
by Ronni MarshakNo matter how well prepared you are for your customer-facing events, you won’t be completely successful if the expectations of participants haven’t been clearly set. Here are tips for setting the expectations of customers, partners, and internal stakeholders. -
Tips for Email Communications for Customer-Facing Engagements
The New CSM Guidebook: Part 3: Communicating with Customers
by Ronni MarshakWhen planning customer-facing engagements, the relationship begins long before the customers show up to the session. Here are guidelines for writing effective communications that surround a customer co-design event. -
How to Innovate Business Models
Should You Create a Business Model Innovation Factory?
by Patricia SeyboldSaul Kaplan’s book, The Business Model Innovation, clarifies why so many internal innovation projects fail: they challenge existing business models. -
When and How to Embed Customer Co-Design into Your Projects
What Customer Co-Design Options Fit Your Purview?
by Patricia SeyboldWe have found at least six opportunities to embed customer co-design into the projects you’re already doing. Our recommendation? Use customer co-design early and often. -
How to Plan for a Customer Scenario® Mapping Session
The New CSM Guidebook: Part 1: The Eight Pre-Session Planning Activities
by Ronni MarshakTo get the most out of Customer Scenario® Mapping sessions, you need to plan carefully. Here, we provide an overview of the eight steps you’ll want to take before each event to ensure that your customer co-design sessions are successful and impactful! -
Local Motors: Open Source Car Design and Local Manufacturing
Forging a Customer Ecosystem to Transform the Automobile Industry
by Patricia SeyboldCan you transform an industry from the outside? That’s what Local Motors is doing with the automobile industry with its customer ecosystem to design and produce great cars. -
What Stands in the Way of Successful Customer-Centric Projects?
The Five “Gotcha’s” that Plague Most Initiatives
by Patricia Seybold, Ronni MarshakMost customer projects encounter five obstacles to success: lack of resources, lack of access to the right customers, no buy-in from execs, inadequate execution, and no tangible results. Here is advice on how to overcome these internal showstoppers. -
How to Think About Your Customer Experience and User Experience Design Strategy
Make CX and UX Design “The Unique Way We Design Products and Experiences for Customers”
by Patricia Seybold, Ronni MarshakCustomer experience (CX) and user experience (UX) design are strategic differentiators. We advocate creating a unified CX/UX strategy and elevating it to one of your three top initiatives. Here are some guidelines. -
A Best Practice Example of Applying UX Principles to Product Design and Development
Koko Fitness Demonstrated How to Do It Right Back in 2005!
by Patricia Seybold, Ronni MarshakKoko Fitness, a small company that designs and sells interactive workout systems, has been a shining example of best practices in incorporating customer experience and user experience methods into their product design and development lifecycle. -
Is User-Centered Design the Missing Link?
Bridging the Gaps Between Customer Experience and Product Development
by Patricia Seybold, Ronni MarshakEmpower UX professionals and embed them within your business units to help product managers and developers identify customer needs and develop products that are easy to use and to adopt, easy to support, and on target to meet a critical end-user need. -
How to Transform the Quality of Life in African Rural Communities
Educate Young People to Be Entrepreneurs and Leaders
by Patricia SeyboldIn western Uganda, URDT’s Vocational Institute addresses unemployment by training young people to be job creators—not job seekers—in their local communities. -
Why the Huffington Post Is Successful
Engaging Your Audience as Active Contributors and Promoters Was Baked into Its DNA
by Patricia SeyboldThe Huffington Post became a successful, profitable online media property for seven good reasons. Most of these best practices are applicable for anyone providing online content. -
Turning Innovation into Reality
From Ideation to Implementation—Lessons Learned from Our Visionaries
by Ronni MarshakHow can you take all the great ideas that come from customers, partners, and employees and make them actually happen? Let’s look at the different aspects of outside innovation generation and what you need to do to actually turn ideation into innovation. -
Pandora: Delivering Personalized Internet Radio
How Pandora Internet Radio Combines Taxonomy, Crowdsourcing, and Personalization to Improve Music Playlists
by Patricia SeyboldAs is the case with many electronic publishing efforts, Pandora has merged the best of both worlds: a professional taxonomy with the wisdom of the crowds. Professional musicians categorize music, but people can vote on whether certain songs really belong. -
AIP UniPHY: Creating a Professional Social Network
How the American Institute of Physics Is Creating Value Add for Its Members
by Patricia SeyboldHow do you build a social network for professionals? The American Institute of Physics is paving the way by pre-populating the profiles and network connections of physics experts based on the research papers these experts have co-authored. -
What Happened in the Music Industry Will Happen To You
by Patricia SeyboldBy 2000, the music industry was under siege by renegade customers. Here’s how new businesses and new business models emerged in response to customers' behaviors. -
How Custom Product Design Can Spawn Customer-Centric Ecosystems
How National Semiconductor, CustoMax, and Zazzle Built Vibrant Ecosystems
by Patricia SeyboldThree companies in different industries—CustoMax, National Semiconductor, and Zazzle—have built vibrant customer-centric ecosystems to let customers design their own products. -
Local Motors
Reinventing the Car Industry from the Outside In
by Patricia SeyboldLocal Motors is a new American car company with an innovative approach: get customers to design cars, manufacture them locally, and let customers help assemble their own cars Build-A-Bear style! -
Want Customer-Contributed Content?
Make It Easy for Your Customers to Multi-Post
by Patricia SeyboldDo you want customers to contribute content to your Web site? Customers are more likely to post or curate content in an environment that will "automagically" syndicate that comment or posting out to several other sites. -
How Citrix Evolved Its Online Community of Customer Advisors
How to Recruit and Manage a Private Customer Community—Patty’s Visionaries' Interviews' Series
by Patricia SeyboldAndrea Davidowitz tells the story of how and why she launched a private B2B online community of advisors in 2007 and what she has learned about running and managing a private customer community. Andrea manages strategic customer programs at Citrix.
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