VOC & Customer Advisory Boards

  • Lego Mindstorms NXT

    Powered by Customers’ Inventiveness

    by Patricia Seybold
    LEGO® MINDSTORMS™ has been Lego’s highest revenue producing product. It was developed (and enhanced) by Lego’s customers.
    Mar. 16, 2006
    Strategies
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  • Zopa Case Study: How Zopa Is Creating a New Financial Services Exchange

    Peer-to-Peer Lending and Borrowing for “Freeformers”

    by Patricia Seybold
    Here’s a description of what the Zopa team did to meet their target audiences’ key scenarios and to design their business once they clearly understood those scenarios.
    Feb. 23, 2006
    All Members
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  • 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 Seybold
    What’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?
    Sep. 15, 2005
    Strategies
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  • Let Customers Co-Design Your Customer-Critical Initiatives

    How and When to Use Customer Scenario® Mapping

    by Patricia Seybold
    What’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.
    May. 26, 2005
    All Members
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  • Payment Strategies

    Customer Experience Insights Gleaned from Watching the U.S. Banking Industry

    by Patricia Seybold
    Bank of America has developed a good governance model to tackle a difficult strategic problem that crosses organizational boundaries and product line boundaries. Here's a brief look at how BofA has organized to develop an integrated payments strategy.
    May. 27, 2004
    All Members
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  • Don’t Wait to Extend Your Enterprise!

    How Should You Prioritize Your Initiatives? Start from the Outside In

    by Patricia Seybold
    Companies that focus on internal operational efficiencies rather than extended-enterprise applications are doomed to failure!
    Jan. 17, 2002
    All Members
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  • Get Better with Help from Your Customers:

    The Right Survey Can Help You Improve the Quality of Customer Experience You Deliver

    by Susan Aldrich
    A well-run customer survey is a gold mine. Here is the question set that will reveal you need to know.
    Jan. 3, 2002
    All Members
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