Knowledge Center

Books

Creating Do-It-Yourself Customers
by Peter C. Honebein and Roy F. Cammarano
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. Individual Orders 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

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

Learn More About Codesign, Cocreation, and Coproduction Experiences


Books Leading-edge thinking on improving customer performance and organizational improvement	Articles Our ideas and latest thinking as well as suggestions for recommended reading.	Media Press kit and media information


Events Learn where Pete and Roy will be speaking.	Customer Stories Contribute to our database of customer stories that describe the conditions that enable customers to perform	Coproduction BLOG Keep in tune with how businesses are integrating codesign, cocreation, and coproduction experiences.

Events

Come learn how codesign, cocreation, and coproduction can improve your customer experiences.

October 2005

Kiosk and Self Service Show, San Francisco, October 16 and 17
Peter C. Honebein and Roy F. Cammarano present Four Pillars of Satisfaction When Customers Do The Work.

November 2005

Compete Through Services Conference, Tempe, AZ, November 2-4
Peter C. Honebein and Roy F. Cammarano present Starting a Coproduction Revolution - Four Principles for Leading Revolutions.

Reno-Tahoe AMA Chapter, Reno, NV, November 17
Peter C. Honebein presents The Coproduction Revolution: Four Principles for Creating Do-It-Yourself Customers.

Customer Stories

We would like to invite you to become a cocreator, codesigner, and coproducer of our ongoing research. For our book Creating Do-It-Yourself Customers, we collected hundreds of stories from people like you about customer performance in various coproduction experiences. As part of our ongoing research, we want to collect a thousand more stories. You can help.

We are looking for stories that describe how companies help (or don't help) customers perform. If you decide to participate in this activity, the stories you tell should reflect your personal experience as:
• A customer
• An employee working with customers
• Your observation of another customer

Stories should be at least 200 words in length and include appropriate facts about location, situation, specific behaviors, and outcomes. For an example, read these stories.

Submit your stories one of two ways:
• By our submission form
• By email: stories@doityourselfcustomers.com

Submissions become the property of the authors.

Core Thinking	Other Voices
Is The World's Greatest Gas Station Dead? Five Types of DIY Customers Creating Coproduction Experiences Five Ways to Enhance Customer Goals The Seven Levels of Accessible Environments Four Rules for Motivating Customers The Right Time for Customer Education	It's a do-it-yourself world, by Bruce Horovitz, USA TODAY Service gets lost in self-serve world, by Stevenson Swanson, Chicago Tribute The “Stuff” That Marketing is Made Of, Services Briefing by the ASU Carey School of Business Six simple rules for successful self service, by Alice Dragoon, CIO Magazine
Articles About Us/By Us
Do-It-Yourself Done Right (Northern Nevada Business Weekly, 10/3/05) 2005 Kiosk Award Winners Announced, 10/19/05 Competition was steep for the 6th Annual Kiosk Awards, 11/03/05 The rise of the DIY Customer, 12/19/05 Customer Performance and the Coproduction Revolution, 1/1/06 The Psychology of Self-service, 1/3/06 The New Engaged Customer Experience: Paradigm Shift Becomes Paradigm Lift, 1/7/06 Self-service book wins award, 1/30/06 Customers At Work , 2/1/06 Persuasive Words for Customer Performance, 3/1/06	Strategies for Successful Self-Service Programs, 3/6/06 'Co-production Experience' and the Satisfied Customer, 3/14/06 Leveraging Customer Feedback in 'Coproduction Experiences', 4/18/06 HP Helps Itself to Share of Self-Service Industry, 6/12/06 Involving Customers Should Be the Aim of All, 8/6/06 Do It Yourself: What Happens to the Customer Experience When Customers Do The Work, October 2006 Self-Service: The Best of 2006, January 2007 Crafting a Persuasive Smart Meter Customer Experience, January 2008