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

Events

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

January 2011	Distributech, San Diego, CA, January 31 to February 3 Peter C. Honebein and Roy F. Cammarano teach the Utility University worksho: The Customer Centered Design Workshop (UU#201)
December 2010	Smart Grid Customer Engagement Conference, San Francisco, CA, December 13-14 Peter C. Honebein presents: Building a Definition of Service
November 2010	Behavior, Energy, and Climate Change Conference, Sacramento, CA, November 14-17 Peter C. Honebein presents: Tell Don't Sell. Coproduction Messages and Education for Smart Rates EUCI, November 18 Peter C. Honebein presents the webinar: Creating Sustainable Smart Grid Programs
October 2010	Gridweek, Washington, D.C., October 18-21 Peter C. Honebein participates on the panel: Value Proposition: Where Consumer/Utility Interests Converge (Video Available)
September 2010	Smart Energy International, San Jose, CA, September 7-10 Peter C. Honebein presents the workshop: What Should Customers Know? Developing Smart Meter Customer Education
August 2010	Institute for Energy Efficiency, Washington, D.C., August 16 Peter C. Honebein presents the webinar: Customers as Co-Creators of Value: A Social Roadmap for the Smart Grid
May 2010	DR Expo, Santa Clara, CA, May 24-27 Peter C. Honebein presents: Crafting the Smart Grid Customer Experience
November 2009	Behavior, Energy, and Climate Change Conference, Sacramento, CA, November 15-18 Peter C. Honebein and Roy F. Cammarano present: The Five First Principles for Embracing Customers as Co-Creators of Value
August 2009	Smart Energy West Coast, San Diego, CA, August 31-September 1 Peter C. Honebein presents: Building the Foundation for the Smart Grid: The Smart Customers
May 2009	DR Expo, Santa Clara, CA, June 8-11 Peter C. Honebein presents: Smart Grid and Demand Response: Principles for Increasing Customer Involvement and Adoption
February 2009	World Meter Design Congress, San Francisco, CA, February 23-24 Peter C. Honebein presents: Preventing Smart Meter Rot: Five Principles for Increasing Customer Involvement in Smart Meter Services

October 2008	Frontiers in Services Conference, Bethesda, MD, October 2-5 Peter C. Honebein presents: Codesign Panels: Online, Collaborative Customer Participation in Service Design
April 2008	ISPI New York, New York, April 5-8 Peter C. Honebein presents: Learners as Co-Creators of Knowledge and Enhancing Customer Experiences and Customer Performance Metering, Billing/CIS America, San Diego , CA, April 20-23 Peter C. Honebein and Roy F. Cammarano present: The Four Dimensions of Motivating Demand Response: How to Sell to the End-user
February 2008	Training 2008 Conference and Expo, Atlanta, February 4-6 Peter C. Honebein presents several sessions:Wow! Where Did That Come From?; Goals, Tasks, Actions, and Experiences: The Enlightened Eye of a Performance Consultant; Activating Emotions in Learning Experiences World Meter Design Conference, San Jose, CA, February 20-22 Peter C. Honebein and Roy F. Cammarano present: So You Think It's All About Technology? Emotional and Social Aspects of Meter System Design
January 2008	ISPI Los Angeles, Torrance, CA, January 19 Peter C. Honebein presents: Experiences, Goals, Tasks, and Actions: Developing the Refined Eye of the Performance Consultant
February 2007	Training 2007 Conference and Expo, Orlando, February 26-28 Peter C. Honebein presents several sessions: Creating DIY Customers ; Authentic Activities for e-Learning and Beyond; Learners as Co-Creators of Knowledge; SMEs in Training - A Crash Course.
October 2006	Training Solutions Conference and Expo, 2006, Denver, October 23-25 Peter C. Honebein presents several sessions: Strategies for Effective Customer Education; Wow! Where Did That Come From?; Goals, Tasks, Actions, and Experiences: The Enlightened Eye of a Performance Consultant; Virtual Formative Evaluation for e-Learning.
September 2006	Kiosk and Self Service Show, San Antonio, September 28-29 Roy Cammarano presents Aligning Organizations to Enhance Customer Performance.
April 2006	International Society for Performance Improvement, Dallas, April 8-12 Peter C. Honebein presents several sessions: Authentic Activities for e-Learning and Beyond; Wow! Where Did That Come From?; Goals, Tasks, Actions, and Experiences: The Enlightened Eye of a Performance Consultant; SME Therapy Session. KioskCom.com, Las Vegas, April 10-11 Roy Cammarano serves as track chair and discussant for the Business Solutions track at this trade conference.
February 2006	Kiosk and Self Service Show, Orlando, February 13 and 14 Peter C. Honebein teaches the workshop Improving Shopping Experiences Through Goal-Driven Content Design, and presents 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.
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. Training 2005, Long Beach, CA, October 18 Peter C. Honebein presents Wow! Where Did That Come From? Ten Principles For Stimulating Emergent Learning and Experiences, Goals, Tasks, and Actions: Developing the Refined Eye of the Performance Consultant.


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.