Consumer Products & Services
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Providing Consistent Customer Support
A Great Experience Shouldn’t Depend on the Luck of the Draw as It Does with Dell's Support Processes
by Ronni MarshakDell’s current support processes don’t appear to provide consistent answers nor one-touch problem resolution. How well does your company address customers’ moments of truth when resolving problems? -
Confessions of a Groupon Addict
Great for Customers, but Merchants Beware!
by Ronni MarshakGroupon, the fastest growing company ever, offers a great experience on daily discount deals to customers. However, merchants who don’t think through their Groupon marketing strategy carefully can have disastrous results. -
Facebook Tries to Clean Up Its Privacy Act
Can Facebook Users Really Expect Any Privacy Protections?
by Patricia SeyboldWill Mark Zuckerberg pay attention to customers' desire to control the information they share through applications that connect with the Facebook platform? -
What Can Damage Apple's Amazing Customer Experience and Brand?
Network Congestion Will Be a Challenge Even to Steve Jobs
by Patricia SeyboldApple always offers a great customer experience. Yet it has chosen partners who fall down on the job. And, as you can do more with Apple products, network congestion can make the experience less than ideal. -
Pandora: Delivering Personalized Internet Radio
How Pandora Internet Radio Combines Taxonomy, Crowdsourcing, and Personalization to Improve Music Playlists
by Patricia SeyboldAs is the case with many electronic publishing efforts, Pandora has merged the best of both worlds: a professional taxonomy with the wisdom of the crowds. Professional musicians categorize music, but people can vote on whether certain songs really belong. -
The Wrath of Customers
Are We Blaming Providers for Things Beyond Their Control?
by Ronni MarshakSometimes customers go overboard with their negative emotions. But we’re all human. So what can you do about it? -
The Adobe/Apple War
Jon Seybold, Father of Desktop Publishing, Comments on the Apple/Adobe Feud
by Jonathan SeyboldThe father of desktop publishing, Jonathan Seybold, offers his personal perspective on the early relationship between Adobe and Apple, starting in the late 1970s. -
How Custom Product Design Can Spawn Customer-Centric Ecosystems
How National Semiconductor, CustoMax, and Zazzle Built Vibrant Ecosystems
by Patricia SeyboldThree companies in different industries—CustoMax, National Semiconductor, and Zazzle—have built vibrant customer-centric ecosystems to let customers design their own products. -
Google Android vs. Apple iPhone
Whose Application Ecosystem Will Win?
by Patricia SeyboldGoogle Android vs. Apple iPhone: Which mobile phone platform and ecosystem will attract more customers and applications? What should your company’s strategy be? -
Local Motors
Reinventing the Car Industry from the Outside In
by Patricia SeyboldLocal Motors is a new American car company with an innovative approach: get customers to design cars, manufacture them locally, and let customers help assemble their own cars Build-A-Bear style! -
How Keds Uses Zazzle's Customization
Best Practices from the MIT Smart Customization Seminar 2008
by Patricia SeyboldKeds is giving customers the ability to put their own designs on their sneakers by taking advantage of Zazzle.com. Zazzle is a customer-centric ecosystem that lets customers create their own designs to products and then buy or resell their creations. -
Mars Direct: Customized Candy Combats Commoditization
Best Practices from the MIT Smart Customization Seminar 2008
by Patricia SeyboldLearn how personalized M&Ms have led to a profitable new business model. Discover how Mars Direct became an innovative “personalized expressions” company within Mars. Mars Direct’s R&D Director, Dan Michael describes the journey to-date. -
Spreadshirt: Customers Want to Create Their Own Brands and Amplify Your Brand
Best Practices from the MIT Smart Customization Seminar 2008
by Patricia SeyboldWhy do customers love to create their own T-Shirts? “If it’s not on a shirt, it didn’t happen,” says Jana Eggers, Spreadshirt’s CEO. Customers value the ability to create their own brands. They also love to personalize well-known brands. -
CustoMax: Platform & Ecosystem for Custom-Tailored Apparel
A Journey from Mass-Produced to Smart Customization
by Patricia SeyboldCustoMax is a customer-centric ecosystem for made-to-fit mass-customized suits, apparel, and shoes. -
How Adidas Moved to Smart Customization & Personalized Coaching
A Journey from Mass-Produced to Smart Customization
by Patricia SeyboldAdidas pioneered in custom footwear and was an early leader in mass-customization. This brief case study describes the history of customization at Adidas from removable studs to just-in-time personalized coaching. -
Research, Compare, and Select Running Shoes
Customer Experience Test Drive of: Dick's Sporting Goods, Roadrunner Sports, RunningShoes.com, and Runners Warehouse
by Mitchell KramerIn this Test-drive, we apply the Product Select and Buy Customer Scenario pattern and its Moment of Truth to retail for a customer’s research, comparison, and selection activities for a pair of running shoes. -
Research, Compare, and Select a Travel Rewards Credit Card
Customer Experience Test Drive of: American Express, Bank of America, Capital One, Citi, and Discover
by Mitchell KramerIn this report, we apply the Customer Scenario pattern and its “I want to find the product or service that best addresses my requirements” Moment of Truth to financial services for a customer’s research, comparison, and selection of a credit card. -
Customer Self-Service at Sovereign Bank
Limited Supported for Key Activities and an Implementation that Needs Significant Improvement
by Mitchell KramerIn this customer self-service test-drive report, I describe my experience in helping myself to customer service at Sovereignbank.com by performing key activities of self-service Customer Scenarios. -
Customer Self-Service at Apple
Help Yourself to Perform a Wide Range of Customer Service Activities through a Great UI
by Mitchell KramerIn this customer-self-service test-drive report, I describe my experience in helping myself to customer service at Apple.com by performing key activities of self-service Customer Scenarios and evaluating that experience against our framework. -
Self-Service Resolution: Cable TV Companies
Comparing Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon Search Experiences
by Susan AldrichThe search experiences at five cable TV companies, Charter Communications, Comcast, Cox Communications, Time Warner Cable, and Verizon are compared in light of a problem resolution scenario.
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