Choosenick. Notes and observations on service design, as well as other interesting things/thinking. By Nick Marsh.

Hertz gets into the car sharing business »« Marc Fonteijn (Twitter/Website) 's lengthy slideshow on service design...

Co-creation traps

Gary points to a great article on My Customer that explore the challenges of moving towards a hyper customer centric approach (something I wrote about yesterday).

"Companies, lacking any knowledge of what appropriate customer inputs are needed may often ask the wrong questions, or worse, they may not know what to do with the information once they receive it. Customers, though happy to share their 'requirements', do not know what information the company really needs. No wonder then that such mutual confusion and ambiguity often leads to unexpected failure when companies pursue rigorously the customer-driven path to innovation."

Read more here.
December 16th, 2008 / Trackback / Comments