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.

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.

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.


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.