What is Outside Innovation? It’s when customers lead the design of your business processes, products, services, and business models. It’s when customers roll up their sleeves to co-design their products and your business. It’s when customers attract other customers to build a vital customer-centric ecosystem around your products and services. The good news is that customer-led innovation is one of the most predictably successful innovation processes.

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"Social media" means different things to different people. We all come to it from our own perspectives based on who we are, what we do, and what we need. The Social Customer blog is my place to share my perspective on this fun stuff and see what kind of conversations emerge. The blog's name kind of tips my hand in terms of where I'm coming from. look at social media, online communities, etc. as a means for companies and customers to engage with, learn from, and support each other.

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Nothing is more fun than swapping horror stories about bad (or good, or weird) customer experiences you’ve had. And TotalCX is a place where you can do just that. However, it isn’t just a place for stories—it’s also a place to figure out how the customer experience should have been…what exactly went wrong…how to best improve it… and what lessons can we learn from it.

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How do you make it easy for customers to do business with you and easy for them to get things done? There are customer-critical technologies you can use to streamline customers' self-service, assisted service, and to improve cross-channel and cross-lifecycle customer experience. We review and evaluate products in ecommerce, customer service and self-service, marketing and recommendations, search and merchandising, customer portals, cross-channel and cross-lifecycle customer experience. Stay tuned for our latest tips, evaluation frameworks, and in-depth product reviews.

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