Category Archives: Customer Communities

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

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

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

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

The revenue impact of customer communities

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

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

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