Category Archives: Customer Collaboration

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

What is the best way to prevent customer failures?

I still find this 2006 Sloan Management Review article on How to Prevent Your Customers From Failing very timely.  Please note particularly: “Research indicates that about one-third of all service problems are caused by the customer.  As companies increasingly shift work to … Continue reading

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The Umpqua Bank Local Spotlight

I found this The Umpqua Bank Local Spotlight concept very inspiring.  Please note particularly: “To support businesses in our community, we sell their goods in select Umpqua stores and pass on all the proceeds. There is no cost to the business, … Continue reading

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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

Why do loyal customers post online reviews about products they’ve never purchased?

I found this research by MIT’s Duncan Simester on “Deception” in online reviews very insightful.  Please note particularly: “We are not sure why apparently loyal customers post negative reviews about products they have never purchased. One reason may be that … Continue reading

Posted in Consumer-Driven Innovation, Customer Collaboration, Customer Communities, Customer Feedback, Customer Insight, Customer Loyalty | Leave a comment

Co-creating your product selection with customers

I found this ModCloth Speedy Supply Chain for Fast Fashion strategy very instructive.  Please note particularly how ModCloth include its customers in the buying process: “In a program it calls “Be the Buyer,” ModCloth lets online shoppers vote on dresses … Continue reading

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

Hyatt transforms nine hotels into innovation labs

  I found this Hyatt Lab concept very inspiring.  Hyatt has converted nine of its hotels, including the Grand Hyatt San Francisco Hotel, into proof-of-concept laboratories: “About a year ago, Hyatt Hotels started using nine of its hotels around the … Continue reading

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