Category Archives: Customer Experience

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

Posted in Customer Collaboration, Customer Experience, Customer Insight, Customer Loyalty, Customer Retention | Leave a comment

Placing your products in your customers’ natural habitat

I found this Lowe’s Holoroom concept by the Lowe’s Innovation Labs very intriguing.  Please note particularly: “We know that for many homeowners, the struggle to visualize a completed home improvement project or to share that vision with others can stop … Continue reading

Posted in Customer Co-Creation, Customer Experience, Personalization | Leave a comment

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

Posted in Customer Co-Creation, Customer Collaboration, Customer Experience, Shared Value | Leave a comment

Does exceeding a customer promise pay off?

I found this research on the pay off of exceeding a customer promise very insightful.  Please note particularly: “The bottom line, Epley says, is that exceeding a promise may not be worth the effort you put in. “Invest efforts into keeping … Continue reading

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IKEA is placing its furnitures in its customers’ homes with augmented reality

I found this IKEA application for placing their products in their customers’ home very insightful.  Please note particularly: “The 2014 IKEA catalogue gives you the ability to place virtual furniture in your own home with the help of augmented reality. … Continue reading

Posted in Customer Acquisition, Customer Experience, Innovation | 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

Posted in Consumer-Driven Innovation, Customer Collaboration, Customer Experience, Customer Insight, Innovation | Leave a comment