Customer Co-Creation of Value
The new competitive advantage in today's economy is customer performance. When work transitions from employee to customer, several benefits emerge—if customers can perform. Organizations can reduce their costs of providing services and supporting goods. Customers can complete transactions faster with greater control and experience greater value. The net result is a value chain that increases usage, satisfaction, trust, loyalty, and ultimately lifetime customer value.
In the past, customers expected organizations to do a lot of the work for them. Now, organizations are expecting customers to do more of the work themselves—and when the experience is designed effectively customers respond enthusiastically.
To ensure customers perform, organizations must design experiences with that goal in mind. The principles of vision, access, incentive, and expertise form the foundation for what we call coproduction experiences.
In their book, Creating Do-It-Yourself Customers, Peter Honebein and Roy Cammarano have presented a whole new dimension in customer service. As we move forward to become our best, and provide our best, this book is not to be missed. It is stimulating, exciting and enormously valuable! - Ken Blanchard, Author of Raving Fans
Our Thought Leadership
In our award-winning book Creating Do-It-Yourself Customers, we introduce our Coproduction Experience Model and Coproduction Experience Process as catalysts for designing customer experiences that engage customers as co-creators of value.
Management and leadership are not synonymous! Whether a business is in the start-up phase or has been around many years, award-winning Entrepreneurial Transitions: From Entrepreneurial Genius to Visionary Leader, provides the tools and solutions businesses need to create effective organizational structures.
Customer education is a key element of the marketing mix before, during, and after the sale. Strategies for Effective Customer Education shows businesses how to provide customers the expertise they need to make wise product choices and experience success with the products they buy.