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Customers at Work

Customers at Work . Self-service customers can reduce costs and become co-creators of value. By Danny Christensen and Kenzie Church. Customer Work. • Transactionals : – Self check out, eat at buffets, book travel online • Traditionals: – They favor do-it-yourself, ex: Home Depot

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Customers at Work

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  1. Customers at Work Self-service customers can reduce costs and become co-creators of value. By Danny Christensen and Kenzie Church

  2. Customer Work • Transactionals: – Self check out, eat at buffets, book travel online • Traditionals: – They favor do-it-yourself, ex: Home Depot • Conventionals: – They acquire tangible, self-contained products that enable them to perform tasks independently, ex: Snow Blower • Intentionals: – Engage in Coproduction, ex: Build a bear, or Nike id.com • Radicals: – Coproduction to extreme! Ex: Man modified Toyota Prius to get 80 miles to the gallon.

  3. Co-Production Experience Model

  4. What do you think? So as customers what do you guys think? Do you think customers performing more work is a good thing? What do you prefer? How many of you have tried Nike ID and/or Build a Bear or been there before? Can you think of any circumstances where it hurt a companies image? Companies that have tried and failed?

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