Customer/Employee Empowerment
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Online Customer Communities Are Strategic
Why We All Need to Build a Core Competency in Nurturing Customer Communities
by Patricia SeyboldVibrant customer communities are a hallmark of businesses that lead in product and service innovation. Here are a few tips to nurturing and spawning online customer communities. -
Asterisk and Digium
Shaking Up the Telecom Industry by Harnessing Customers’ Creativity
by Patricia SeyboldThe Digium/Asterisk story provides a good example of one way to build a viable for-profit business leveraging the open-source model while fostering customer-led innovation. -
Customized, Built-to-Order Products
Solutions that Are Configured by Me and Built for Me
by Patricia SeyboldWhen you enable mass customization, you’re designing all of your product development and manufacturing processes from the customers’ point of view—from the outside in. -
Enabling Customer Co-Design
Using Customer Co-Design Tools and Innovation Toolkits
by Patricia SeyboldHere’s an overview of the different kinds of customer co-design tools that you may find of value in working with lead users (advanced users who aren’t yet customers) and lead customers. -
Give Customers Important Roles to Play in Shaping Your Business
Natural Behaviors You Can Tap to Unleash Customer Innovation
by Patricia SeyboldOur research in customer innovation revealed that there are five distinct roles that passionate customers naturally adopt with respect to an organization whose products and services they care about. -
Bathing Your Organization in Real-Time Customer Context
Using Online Communities to Understand Customers’ Passions, Issues, and Needs
by Patricia SeyboldLearn how a number of consumer companies—Hallmark, Unilever, Kraft, RC2 and Charles Schwab—are using vibrant online customer communities to help them design and market their products. -
Muji
Engaging Customers to Help with Product Design
by Patricia SeyboldMuji—a well-known retail brand in Japan—has integrated customer input and suggestions into its core business operations. Muji encourages customers to submit product design ideas and to comment and vote on each others' ideas. -
Making Outside Innovation the “Path of Least Resistance” in Your Organization
A Blueprint for Harnessing Customer-Led Innovation
by Patricia SeyboldOrganizations that are doing a great job of harnessing their customers’ creativity to fuel innovation have five practices in common. You can leapfrog your competition by taking these five steps. -
Introduction to Outside Innovation
The Outside Innovation Imperative
by Patricia SeyboldThe outside innovation process involves engaging with lead users and lead customers in a variety of roles to create new products, processes, and business models. There are 7 ways in which outside innovation differs from traditional innovation processes. -
Customer Scenario® Design: An Approach for Outside Innovation
Co-Designing Your Business with Your Customers
by Patricia SeyboldHere are the fundamentals of Customer Scenario Mapping, our methodology for outside-in co-design. -
Branded Customer Service
Barlow and Stewart Promote a Strong Linkage between Brand and Customer Service
by Patricia SeyboldThis book educates you about the differences between on-brand and off-brand customer service delivery. -
Leading an “Issues and Vision” Discussion with Customers (and Partners)
Tips for Gaining a Lot of Customer Context in a Short Time (and How to Kick Off a Customer Scenario® Mapping Session)
by Patricia SeyboldWhat’s the most effective way to capture customers’ current and ideal requirements about your business, about current or potential products and services, about your processes, about the brand experience you offer? -
Let Customers Co-Design Your Customer-Critical Initiatives
How and When to Use Customer Scenario® Mapping
by Patricia SeyboldWhat’s the best way to gather customer requirements? Invite customers to co-design their ideal processes with your cross-functional team. Design your requirements to meet your customers’ future requirements. -
Establishing and Nurturing a Customer-Centric Culture
Lessons Learned from the Masters (Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End)
by Patricia SeyboldHow do you build and nurture a customer-centric culture? Here are some lessons learned from three very different kinds of companies: Caterpillar Financial Services, Harrah’s Entertainment, and Lands’ End. -
What Are Customer Experience Best Practices?
Summary of Our Findings from the APQC Total Customer Experience Benchmark and a Report Card for You
by Patricia SeyboldHere’s our high-level summary of the best practices that we discovered in a recent conference conducted by the American Productivity and Quality Council between 10/04 and 4/05. We include a Customer Experience Report Card you can use to rate yourselves. -
Building Buy-In for Customer-Centric Initiatives
Facilitate Group Interviews with Key Stakeholders to Build Trust and Momentum
by Patricia SeyboldUse this group interview technique to build a shared mental model of both current reality and a vision for the customer experience you’d like to be able to deliver. -
Why It's Hard to Prioritize IT Initiatives around End-Customer Impacting Issues
Current Disconnects between Business and IT; Suggestions for Bridging the Gaps
by Patricia SeyboldAre you having trouble getting customer-centric priorities at the top of your IT shopping list? You're not alone. There are increased tensions brewing between the business and IT for lots of good reasons. See if your organization looks like the picture w -
The Death of Command and Control?
Leaders of Large Organizations in Business, Politics, and Even the Military Are in for Some Big Surprises
by Marc PrenskyYour organization’s culture is about to be challenged by the “Digital Natives” who have entered the workforce. Are you prepared? Unlikely. -
Capturing Customer Requirements for Content Management
Using Customer Scenario® Mapping to Gather Requirements for Information Attributes, Metadata, Roles, and Responsibilities
by Patricia SeyboldWhat’s the best way to scope and launch any ECM initiative? Start with the audience for the information; identify that audience’s critical scenarios; then identify the information and content required to support those scenarios, the content attributes an -
Emerging Governance Structures for Tackling Information Management
Laying the Structure for a Strategic Core Competency in Information Management
by Patricia SeyboldInformation management is looming as a necessary strategic core competence for organizations in the 21st century. Here’s how forward-thinking organizations are organizing themselves to tackle information management strategically.
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