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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. Companies 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 companies to do a lot of the work for them. Now, companies are expecting customers to do more of the work themselves—and when the experience is designed effectively customers respond enthusiastically.
To ensure customers perform, companies 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, co-author Raving Fans |
Have a great customer performance story? Submit it now!
What are we thinking about? Read Peter's Customer Performance BLOG.
Peter speaks at the Frontiers in Service Conference, Bethesda, MD, October 2-5, 2008. Read
more here
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Creating Do-It-Yourself Customers |
Entrepreneurial Transitions |
Strategies for Effective Customer
Education |
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Winner of ISPI's 2006 Award of Excellence | |