Why Should You Co-create Your Customer Experience?

Despite professed customer centricity, many firms don't think to involve customers, employees, or key partners in the experience design process. That's unfortunate, because this activity - called co-creation - can help companies understand what types of interactions will best meet people's needs, and then figure out how to implement those interactions the right way.

In the experience design world, co-creation isn’t about soliciting hundreds or thousands of ideas through an online community. It’s the process of face-to-face, active collaboration for the improvement and/or innovation of mutually beneficial products, services, or experiences. During co-creation workshops, teams focus on eliciting deep insights from participants, and translating those insights into tangible prototypes that can be evaluated in real time.

This article goes on to outline some tangible benefits your company can receive by developing a customer experience co-creation strategy.

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