Monthly Archives: August 2011

Can customer communities destroy value?

According to this recent California Management Review Article on How to Foster and Sustain Engagement in Virtual [Customer] Communities: “Although most managers believe that engaging customers through virtual communities can create significant value, it is also clear that they sense … Continue reading

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Can doing less satisfy customers more?

  This IDEO Rotman Magazine Article on is packed full of instructive Collaborative Service cases.  See for example: “Florida-based Portable On Demand Storage (PODS) seized the opportunity in the residential moving space by bridging the market gap between the do-it-yourself … Continue reading

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Creative Consumer Case Study: The Rufus Roo

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Should companies post customer-service wait times on their homepages?

Please note this Ally practice of featuring their call center customer service wait time on their home page, e.g., Call Wait Time: 1 min. Should companies post real-time call-center wait time on their homepages? Can this approach prove a win/win … Continue reading

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Can you make customer service hold for you?

According to this Newsweek Article: “Of all the depressing statistics about a lifetime of consumer existence, this may be the most distressing: each of us is destined to spend roughly 1.2 years on hold.” Can the FastCustomer application evaluated in … Continue reading

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Voice of the customer through the Employee

This Best Buy Voice of the Customer Concept was recently selected a Management 2.0 finalist on MIX.  Please note: “My Customer” is the platform Best Buy created to unleash and amplify the powerful voice of its 100,000+ frontline employees to share … Continue reading

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