Learn More About Customer Performance and Coproduction Experiences
We provide the following resources to help you learn more about our ideas.
- Books
- Videos
- Articles
- Presentations
- Customer Performance Blog
Books
Customer Performance Group has published the following books.
Creating Do-It-Yourself Customers
By Peter C. Honebein and Roy F. Cammarano
Winner of ISPI's 2006 Award of Excellence
Self-checkout, self-customization, and other coproduction efforts are on the rise. But it's a boon to business only if customers do their share. This book proves that by setting appropriate expectations, providing the necessary tools and environment, delivering appropriate rewards, and developing specific knowledge and skill, companies can condition customers to activate their expertise to achieve greater value. Amazon | Volume Orders
Winner of ISPI's 2006 Award of Excellence
Self-checkout, self-customization, and other coproduction efforts are on the rise. But it's a boon to business only if customers do their share. This book proves that by setting appropriate expectations, providing the necessary tools and environment, delivering appropriate rewards, and developing specific knowledge and skill, companies can condition customers to activate their expertise to achieve greater value. Amazon | Volume Orders
Strategies for Effective Customer Education
by Peter C. Honebein
Customer education is a key element of the marketing mix before, during, and after the sale. It's a proven technique for stimulating growth, reducing costs, and enhancing customer satisfaction. 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.
Individual Orders | Volume Orders
Customer education is a key element of the marketing mix before, during, and after the sale. It's a proven technique for stimulating growth, reducing costs, and enhancing customer satisfaction. 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.
Individual Orders | Volume Orders
Entrepreneurial Transitions
by Roy F. Cammarano
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. Individual Orders | Volume Orders
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. Individual Orders | Volume Orders
Videos
Customer Performance Group principals are featured in these videos.
2012 - Edison Foundation/IEE Powering The People Conference
Customer Performance Group principal Peter Honebein speaks about engaging the new energy consumer at the 2012 Edison Foundation/IEE Powering the People Conference. Joining Peter on the 45-minute panel were:
- Pete Delany, CEO of Oklahoma Gas and Electric (Moderator)
- Lisa Hillenbrand, Global Marketing Director at Proctor & Gamble
- John Lanning, Senior Manager, Best Buy
- Judith Schwartz, President, To the Point
2011 - ABC Interview Smart Meter Customer Experience
Customer Performance Group principal Peter Honebein is interviewed by ABC reporter David Louie about the customer experience benefits of smart meter systems. Two minutes.
Articles and Reports By Us
The following is a list of articles and reports written by Customer Performance Group principals and their colleagues.
- Honebein, P.C. (2013). How to Listen to Customers. The Spark. http://thesparknv.org/2013/06/19/how-to-listen-to-customers/
- NV Energy (2013). Smart Meter Deployment Handbook. http://www.smartgrid.gov/document/nv_energy_smart_meter_deployment_handbook.
- Honebein, P.C., Cammarano, R.F, and Boice, C. (2012). From Authority to Trusted Advisor: the Utility's Changing Role. The Electricity Journal, 25(10), 49-58.
- Honebein, P.C. and Cammarano, R.F. (2011). The Agony and the Ecstasy of CRM in a Smart Grid World. Database Marketing and Customer Strategy Management, 18(4), 225-232.
- Honebein, P.C., Cammarano, R.F, and Boice, C. (2011). Building a Social Roadmap for the Smart Grid. The Electricity Journal, 24(4), 78-85.
- Honebein, P.C. and Cammarano, R.F. (2011). The Five Qualities of Effective Smart Grid Customer Education. Metering International, March(1), 24-29.
- FERC (2010). National Action Plan for Demand Response. www.ferc.gov/legal/staff-reports/06-17-10-demand-response.pdf
- Honebein, P.C. (2010). We Got a New Digital Meter. Our Usage Went Up 123%. Our Bill Went Up 65%. The Electricity Journal, 23(2), 76-82.
- Honebein, P.C. & Cammarano, R.F. (2009). Balancing Act: The Impact of Rational and Emotional Designs on Memorable Customer Experiences. In A. Lindgreen et al (Eds.), Memorable Customer Experiences. Surrey, UK: Gower.
- Honebein, P.C., Cammarano, R.F., and Donnelly, K. (2009). Will Smart Meters Ripen or Rot? Five First Principles for Embracing Customers as Co-Creators of Value. The Electricity Journal, 22(5), 39-44.
- Honebein, P.C. (2009). The New Energy Interface. Interactions, 16(5), 26-28.
- Honebein, P. C. and Cammarano, R.F. (2008). Crafting a Persuasive Smart Meter Customer Experience. Metering International, January(1), 102-105.
- Honebein, P.C. (2006). Leveraging Customer Feedback in Coproduction Experiences. Marketing Profs, April 18, 2006.
- Honebein, P.C. (2006). Coproduction Experience and the Satisfied Customer. Marketing Profs, March 14, 2006.
- Honebein, P.C. (2006). Persuasive Words for Customer Performance. Performance Express, March, 2006.
Articles About Us
The following is an index of articles written about Customer Performance Group and its principals by others.
- Tweed, K. (2012). 10 Ways to Make Dynamic Pricing Work. Greentech Media, June 19, 2012
- Rowland, K. (2012). Building the Utility-Customer Relationship that Lasts. Intelligent Utility, April 12, 2012.
- Ryan, M. (2012). Selling the Smart Grid. AOL Energy, March 27, 2012.
- Seamans, T. (2011). How to Succeed in Energy Management Where Google, Microsoft Failed. GreenOrder Blog, July 2011.
- Vergano, D. (2011). Could Smart Electric Meters Be a Dumb Idea? USA Today, March 9, 2011.
- Cobank (2010). Outlook Special Report: The Smart Grid. Cobank Outlook, 7(2).
- King, C. (2010. What Motivates Customers to Save Energy or Cut Peak Demand? Smart Grid Watch, November 19, 2010.
- McGowan, E. (2010). Communication 101. Intelligent Utility, May/June, 2010.
- Kiosk Marketplace (2006). RFID on the Horizon for Self Checkout. KioskMarketplace, July 4, 2006.
- Self Service World.com (2006). Self Service Book Wins Award. Self Service World.com, January 29, 2006.
- Self Service World.com (2005). The Rise of the DIY Customer. Self Service World.com, December 18, 2005.
Presentations
The following is a sample of presentations Customer Performance Group principals have given at various conferences.
- Reno/Tahoe American Marketing Association, 2013 - Engaging Customers as Co-Creators of Value
- AGA/EEI Customer Services Conference, 2012 - Creating Do-It-Yourself Customers
- NARUC 123rd Annual Meeting - St. Louis, 2011 - The Customer Roadmap
- Institute for Energy Efficiency Webinar, 2010 - Customers as Co-Creators of Value: A Social Roadmap for the Smart Grid
- ConnectivityWeek DRExpo, 2009 - Smart Grid and Demand Response: Principles for Increasing Customer Adoption and Involvement