Monthly Archives: May 2012

Is unsourcing the future of customer support?

I found this Economist post on unsourcing very thought provoking.  Please note particularly: “Unsourcing”, as the new trend has been dubbed, involves companies setting up online communities to enable peer-to-peer support among users. Instead of speaking with a faceless person … Continue reading

Posted in Crowdsourcing, Customer Co-Creation, Customer Communities, Customer Experience, Customer Service | 2 Comments

What are the barriers that prevent noncustomers from buying your product?

  In his “Fight Off Your Heavy User Obsession: What About Noncustomers” article, David Aaker observes that firms are: “trained to look to the heavy user, where the money (and competition) resides. But there can be a substantial market that … Continue reading

Posted in Customer Acquisition, Customer Experience, Innovation | Leave a comment