Let Customers Co-Design Your Solutions and Strategy
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Identifying the RIGHT Customers for CABs
You Want Customers with Insights and Passion for the “Jobs” They Do
by Patricia SeyboldWhom should you invite to be on your Customer Advisory Board? The answers may surprise you. Try recruiting insightful, strategic thinking end-users rather than purchasers or decision-makers. -
Three Mistakes that Make Customer Co-Design a Waste of Time and Money
Don’t Bother If You Aren’t Going to Take Advantage of Your Customers’ Input
by Ronni MarshakNot every customer co-design initiative nets improved customer relationships and financial gains. Avoid these costly errors to reap the rewards you and your customers want. -
The History of Customer Scenario Design
Co-Designed and Evolved with Customers
by Ronni MarshakHear the story of how we co-designed our Customer Scenario Mapping methodology with our lead customers. -
Secret to Successful Customer Engagements
Beware of These Four Things that Will Doom Your Customer-Centric Initiatives
by Patricia SeyboldIf you want to involve customers in co-designing products, services, and/or customer-impacting business processes, you should know about, and avoid, these four common pitfalls. -
Customer Experience and Operational Excellence Success in B2B
by Andrew SpanyiRead why it's best practice to combine your Customer Experience initiatives with your Operational Excellence initiatives. You'll streamline business processes and reduce cycle time in the areas that matter most to customers. -
Zopa: Peer-to-Peer Lender Celebrates 10 Years
Spawned a Global Multibillion Industry; Still Going Strong
by Patricia SeyboldOver 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent. -
Co-Designing Health & Care with a Community
How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements
by Patricia SeyboldBoothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer co-design is part of their planning process. -
Designing Solutions for Aging in Place
Part 1: Boothbay’s Awesome Seniors’ Initiative—First Year
by Patricia SeyboldHow do seniors design services that will enable them to thrive in their own homes? They look at what they need. They look at what they have. They experiment. -
Educating a Generation of Change-Makers
Meet Some Graduates of URDT’s Breakthrough Curriculum
by Catherine Namwezi, Godliver BusingeFor over 25 years, Uganda Rural Development and Training (URDT) has evolved and refined an educational curriculum that empowers people to become creators, leaders, and entrepreneurs. These young women are changing our world. -
A Community Fights for Its Right to Healthcare
Customers Enlist Regulators to Preserve Services In Boothbay, Maine
by Patricia SeyboldElderly healthcare customers on the Boothbay peninsula in Maine are seeking help from Maine’s Health & Human Services’ regulators to keep 24-hour services local. MaineHealth requires seniors to drive dangerous roads at night for help. -
Customer Co-Design and Customer Scenario Mapping
A Philosophy for Customer-Centric Organizations and a Method for Instilling It
by Ronni MarshakCustomer-centric organizations should deliver on their mission by co-designing with customers. And the best method for realizing this goal is to work together to map out your customers’ important scenarios. -
DuckDuckGo Respects Our Privacy
Fast, Simple Search with an Open Customer-Friendly Ecosystem
by Patricia SeyboldPeople who are concerned about online privacy are switching to search engine DuckDuckGo. Users are pleasantly surprised by, and engaged in, its rapid evolution. -
Customer Co-Design for Elder Independence
Approach for Elders to Age in Their Homes
by Patricia SeyboldDr. Allan Teel's new book tells the remarkable story of an innovative “virtual assisted-living” program that was co-designed with 40 elders in Maine and is now rolling out across the country. -
Collaborating with Customers
Working Together with Customers to Achieve Their Goals
by Ronni MarshakCollaboration is a method of working together to reach a goal; it isn’t the goal itself. But when you collaborate with customers to reach a goal, the results can be very powerful! -
What Constitutes a Customer Community?
Hint: It Isn’t a Bunch of Facebook “Likes”
by Ronni MarshakWhat constitutes a “true” customer community? A shared sense of purpose and ownership and a distinctive, often well-guarded culture. -
Being Creative on Zazzle.com
How Easy Is It to Create (and Sell) Your Own Customized Products?
by Ronni MarshakZazzle.com makes it easy for people to create and sell customized products. Here’s our review of Zazzle’s tools for customizing products, creating storefronts, and merchandising custom designs. -
VOC: Using Customers’ Interviews to Inform Decision-Making
How the Residents of a Small Community Are Shaping the Future of Healthcare
by Patricia SeyboldWe used interviews of residents on the Boothbay peninsula to help keep cherished St. Andrews Hospital, which Maine Health wants to turn into a walk-in clinic. I interviewed 48 patients and published verbatims. The result: a stay of execution. -
Profile of Lead Users in Systems Architecture
What Can We Learn from Patty’s Pioneers that Will Help Us Identify Lead Users
by Patricia SeyboldLead users are the people who want to design their own products and services because yours don’t fit the bill. To identify true lead users, you need to know what to look for. Use this example from info tech when you’re recruiting lead users in any domain -
BuzzCar—Peer-to-Peer Car Rental
Building a Platform for Participation for a “Peers Inc.” Business Model
by Patricia SeyboldBuzzcar is a peer-to-peer car rental company that started in France. Instead of leaving your car in driveway, rent it to a neighbor! Founded by Robin Chase, the co-founder of Zipcar, Buzzcar uses what Robin calls a “Peers Inc.” business model. -
Getting at Customers’ Moments of Truth
The New CSM Guidebook: Part 6: Identifying and Measuring Moments of Truth
by Ronni MarshakUnderstanding your customers’ scenarios and the potential showstoppers to customer success should be part of your customer experience strategy. Learn how we identify these “Moments of Truth” as a part of Customer Co-Design.
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