Category Archives: Crowdsourcing

Co-designing your customers’ experience with customers

I am following the Barclaycard Ring credit card concept very closely since inception.  It is a very good example of how a company is co-creating a product with a community of customers: “Barclaycard Ring is a credit card that’s driven … Continue reading

Posted in Consumer-Driven Innovation, Crowdsourcing, Customer Co-Creation, Customer Collaboration, Customer Communities, Customer Experience | Leave a comment

The BBVA Innovation Center

Frank Piller directed my attention to this fascinating Case Study of Open Innovation at BBVA.  Please note particularly: “We work with our own employees, as well as clients, universities and business schools, and third party developers,” he says. “This collaboration helps … Continue reading

Posted in Big Data, Consumer-Driven Innovation, Crowdsourcing, Customer Co-Creation, Customer Collaboration, Innovation | Leave a comment

Telstra’s Crowdsupport approach to customer service

Ross Dawson directed my attention to this Telstra Crowdsupport concept.  Telstra is joining a growing list of companies who are collaborating with or leveraging their customers to support other customers.  Please note particularly the following cases: Needle, Intuit, and GiffGaff. … Continue reading

Posted in Crowdsourcing, Customer Co-Creation, Customer Collaboration, Customer Communities, Customer Service | 1 Comment

Are tightly interconnected communities counterproductive to the generation of innovative ideas?

I found this MSI research on Product Ideation in Social Networks very instructive.  Please note particularly: “These findings suggest that denser, tightly interconnected communities—which are very typical in online communities and social networks—are counterproductive to the generation of more-innovative ideas. … Continue reading

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Will consumers turn the traditional manufacturing model on its head?

I found this PARC perspective on the future of manufacturing very insightful.  Please note particularly: “Tolga Kurtoglu, program director for digital design and manufacturing, told me how PARC software is being used for “virtual product development,” enabling consumers to essentially … Continue reading

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Is fansourcing the future of customer service?

I found this case study of how Needle turns product fans into customer service reps very thought provoking.  The case is similar to growing number of cases from Intuit, GiffGaff, and many others.  Please note particularly: “Nick Joy, 26, lives … Continue reading

Posted in Crowdsourcing, Customer Co-Creation, Customer Service, Innovation, Uncategorized | 2 Comments

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