Consumer Products & Services

  • Providing Consistent Customer Support

    A Great Experience Shouldn’t Depend on the Luck of the Draw as It Does with Dell's Support Processes

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    Dell’s current support processes don’t appear to provide consistent answers nor one-touch problem resolution. How well does your company address customers’ moments of truth when resolving problems?
    May. 12, 2011
    Strategies
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  • Confessions of a Groupon Addict

    Great for Customers, but Merchants Beware!

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    Groupon, the fastest growing company ever, offers a great experience on daily discount deals to customers. However, merchants who don’t think through their Groupon marketing strategy carefully can have disastrous results.
    Nov. 4, 2010
    Strategies
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  • Facebook Tries to Clean Up Its Privacy Act

    Can Facebook Users Really Expect Any Privacy Protections?

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    Will Mark Zuckerberg pay attention to customers' desire to control the information they share through applications that connect with the Facebook platform?
    Oct. 14, 2010
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  • What Can Damage Apple's Amazing Customer Experience and Brand?

    Network Congestion Will Be a Challenge Even to Steve Jobs

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    Apple always offers a great customer experience. Yet it has chosen partners who fall down on the job. And, as you can do more with Apple products, network congestion can make the experience less than ideal.
    Jun. 17, 2010
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  • Pandora: Delivering Personalized Internet Radio

    How Pandora Internet Radio Combines Taxonomy, Crowdsourcing, and Personalization to Improve Music Playlists

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    As 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.
    Jun. 10, 2010
    Strategies
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  • The Wrath of Customers

    Are We Blaming Providers for Things Beyond Their Control?

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    Sometimes customers go overboard with their negative emotions. But we’re all human. So what can you do about it?
    May. 6, 2010
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  • The Adobe/Apple War

    Jon Seybold, Father of Desktop Publishing, Comments on the Apple/Adobe Feud

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    The father of desktop publishing, Jonathan Seybold, offers his personal perspective on the early relationship between Adobe and Apple, starting in the late 1970s.
    Apr. 20, 2010
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  • How Custom Product Design Can Spawn Customer-Centric Ecosystems

    How National Semiconductor, CustoMax, and Zazzle Built Vibrant Ecosystems

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    Three companies in different industries—CustoMax, National Semiconductor, and Zazzle—have built vibrant customer-centric ecosystems to let customers design their own products.
    Jan. 7, 2010
    Strategies
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  • Google Android vs. Apple iPhone

    Whose Application Ecosystem Will Win?

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    Google Android vs. Apple iPhone: Which mobile phone platform and ecosystem will attract more customers and applications? What should your company’s strategy be?
    Oct. 30, 2009
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  • Local Motors

    Reinventing the Car Industry from the Outside In

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    Local 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!
    Oct. 23, 2009
    All Members
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  • Mars Direct: Customized Candy Combats Commoditization

    Best Practices from the MIT Smart Customization Seminar 2008

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    Learn how personalized M&Ms have led to a profitable new business model. Discover how Mars Direct became an innovative “personalized expressions” company within Mars. Mars Direct’s R&D Director, Dan Michael describes the journey to-date.
    Jan. 8, 2009
    Strategies
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  • Spreadshirt: Customers Want to Create Their Own Brands and Amplify Your Brand

    Best Practices from the MIT Smart Customization Seminar 2008

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    Why do customers love to create their own T-Shirts? “If it’s not on a shirt, it didn’t happen,” says Jana Eggers, Spreadshirt’s CEO. Customers value the ability to create their own brands. They also love to personalize well-known brands.
    Jan. 8, 2009
    Strategies
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  • CustoMax: Platform & Ecosystem for Custom-Tailored Apparel

    A Journey from Mass-Produced to Smart Customization

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    CustoMax is a customer-centric ecosystem for made-to-fit mass-customized suits, apparel, and shoes.
    Jan. 8, 2009
    Strategies
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  • How Keds Uses Zazzle's Customization

    Best Practices from the MIT Smart Customization Seminar 2008

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    Keds is giving customers the ability to put their own designs on their sneakers by taking advantage of Zazzle.com. Zazzle is a customer-centric ecosystem that lets customers create their own designs to products and then buy or resell their creations.
    Jan. 8, 2009
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  • How Adidas Moved to Smart Customization & Personalized Coaching

    A Journey from Mass-Produced to Smart Customization

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    Adidas pioneered in custom footwear and was an early leader in mass-customization. This brief case study describes the history of customization at Adidas from removable studs to just-in-time personalized coaching.
    Jan. 8, 2009
    All Members
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  • Research, Compare, and Select Running Shoes

    Customer Experience Test Drive of: Dick's Sporting Goods, Roadrunner Sports, RunningShoes.com, and Runners Warehouse

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    In this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its Moment of Truth to retail for a customer’s research, comparison, and selection activities for a pair of running shoes.
    Apr. 27, 2007
    Strategies
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  • Research, Compare, and Select a Travel Rewards Credit Card

    Customer Experience Test Drive of: American Express, Bank of America, Capital One, Citi, and Discover

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    In this report, we apply the Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to financial services for a customer’s research, comparison, and selection of a credit card.
    Apr. 12, 2007
    Strategies
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  • Customer Self-Service at Sovereign Bank

    Limited Supported for Key Activities and an Implementation that Needs Significant Improvement

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    In this customer self-service test-drive report, I describe my experience in helping myself to customer service at Sovereignbank.com by performing key activities of self-service Customer Scenarios.
    Nov. 2, 2006
    Strategies
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  • Customer Self-Service at Apple

    Help Yourself to Perform a Wide Range of Customer Service Activities through a Great UI

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    In this customer-self-service test-drive report, I describe my experience in helping myself to customer service at Apple.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework.
    Sep. 28, 2006
    Strategies
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  • Self-Service Resolution: Cable TV Companies

    Comparing Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon Search Experiences

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    The search experiences at five cable TV companies, Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon are compared in light of a problem resolution scenario.
    Sep. 21, 2006
    All Members
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