Industry Studies & Examples

  • BuzzCar—Peer-to-Peer Car Rental

    Building a Platform for Participation for a “Peers Inc.” Business Model

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    Buzzcar is a peer-to-peer car rental company that started in France. Instead of leaving your car in driveway, rent it to a neighbor! Founded by Robin Chase, the co-founder of Zipcar, Buzzcar uses what Robin calls a “Peers Inc.” business model.
    Oct. 11, 2012
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  • Alaska Airlines’ Evolves Its Mobile Strategy

    Catering to Frequent Flyers Pays Off

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    Alaska Airlines has been delivering mobile apps since 2010. They chose to focus first on the functions needed for “day of travel” rather than online booking.
    Aug. 3, 2012
    Strategies
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  • Don’t Blindside Your Customers

    Bankofamerica.com Neglects to Warn Customers of a Glitch that Requires Customer Attention

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    When there is an emergency service interruption to your customer experience, it’s important to have processes in place to remedy the situation. Bank of America missed that opportunity and was deluged with calls from frustrated and annoyed customers.
    Jul. 26, 2012
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  • Steps to Success for Personalizing Your Customer Experience

    A Roadmap for Personalization

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    See how pioneers in personalization, including Bakers Shoes and Netflix, use personalization to great advantage. Personalization varies among businesses and among customers, but we offer the specific steps you can take to set and accomplish personalization goals that enhance your business and your customer experience.
    Jun. 7, 2012
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  • Facebook’s Timeline: Seductive and Dangerous?

    Applications Integrated into Timeline Track Everything that You and Your Friends Do

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    Facebook’s new Timeline is much more than a new user interface. It’s a seductive forced march designed to lead us all into a marketers’ nirvana in which our activities and life events are tracked.
    Mar. 22, 2012
    Strategies
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  • Customer Ecosystems: Meal Ordering Services

    Creating Customer Ecosystems Around a Specific Service

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    If there’s “a job” that customers need to get done, it’s relatively easy to foster an ecosystem of business partners to fulfill customers’ goals. What take-aways for your business will you get from our comparison of three competing meal ordering services?
    Mar. 15, 2012
    Strategies
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  • Unintended Risks of Using Facebook

    Pay Attention to What Information, and Whose Information, You Are Sharing with Whom!

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    Be a good steward of your privacy and the privacy of your friends and family members on Facebook. Learn how applications are mining and analyzing your and your friends’ Facebook behavior and what you should know about those practices.
    Mar. 8, 2012
    Strategies
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  • The Customer Revolution

    How to Thrive When Customers Are in Control

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    In The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company.
    Jun. 1, 2001
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