Category Archives: Customer Communities

Co-designing your customers’ experience with customers

Posted on October 3, 2014 by Arie Goldshlager

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

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

Posted on November 17, 2013 by Arie Goldshlager

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

Posted on August 4, 2013 by Arie Goldshlager

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

Telstra’s Crowdsupport approach to customer service

Posted on June 12, 2013 by Arie Goldshlager

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?

Posted on June 11, 2013 by Arie Goldshlager

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 →

Posted in Consumer-Driven Innovation, Crowdsourcing, Customer Communities, Innovation | Leave a comment

The revenue impact of customer communities

Posted on March 23, 2013 by Arie Goldshlager

I found this research on the The Economic Impact of Customer Participation in a Firm-sponsored Online Community very instructive.  Please note particularly: “Puneet Manchanda, Grant Packard, and Adithya Pattabhiramaiah employ behavioral data on product purchases and customer interactions in an … Continue reading →

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Is unsourcing the future of customer support?

Posted on May 22, 2012 by Arie Goldshlager

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

Co-Creating the Future of Credit Cards with Customers

Posted on March 8, 2012 by Arie Goldshlager

Barclaycard just introduced the Barclaycard Ring credit card.  The concept is deeply customer focused in many ways.  See for example: “The Barclaycard Ring MasterCard card will have one, low interest rate of 8 percent for all balances, no balance transfer … Continue reading →

Posted in Crowdsourcing, Customer Co-Creation, Customer Communities, Innovation, Shared Value | 1 Comment

Co-Creating the Future of Travel with Customers

Posted on January 1, 2012 by Arie Goldshlager

Delta recently introduced the Ideas in Flight concept to: “inspire thought, facilitate collaboration and identify great ideas to continue to enhance the travel experience”.  The program was introduced in collaboration with TED.  TEDTalks videos are used to prime Ideas in … Continue reading →

Posted in Customer Co-Creation, Customer Communities, Innovation | Leave a comment

Can customer communities destroy value?

Posted on August 28, 2011 by Arie Goldshlager

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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