Rethink customer experience in a single day

IN BRIEF: Your employees know what’s wrong with customer experience, but you’ve never before given them full permission to say so. This workshop unlocks the problem-solving talent and tremendous insights you’ve been keeping locked in the dark.

To offer radically better customer experience, you first have to disrupt the ways your business currently operates.

Smart wireless technologies are creating dramatic opportunities to rethink customer experience, to invent new business models, and to create substantial new revenue streams.

Customer experience meets disruptive technologies

Reinvent Customer Experience Day is a one-day workshop created by Bruce Kasanoff, co-author of Smart Customers, Stupid Companies. It’s predicated on the theory that your team already knows what is wrong with the way your business treats its customers… they just have not been allowed to say so publicly.

This workshop changes everything.

It puts your team in the role of disruptors, instead of defenders. It gives them the opportunity to detail how they would identify and exploit your weak points.

Most of all, it empowers your team members to describe how they could radically improve customer experience.

By the end of the day, your team will be a vastly more formidable competitor, because all will understand what needs to be done, and the urgency will be there to do it.

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Praise for Smart Customers, Stupid Companies:


Named Book of the Month by CIM, the world’s largest organization of marketing professionals.

One of the most exciting business books I’ve ever read. I dare you to try reading this book without getting at least ten brilliant new ideas for your business. You won’t be able to do it. I’ve never encountered a book that has such a masterful blend of future-think and business common sense – and I read a LOT of books. Kasanoff and Hinshaw have done an absolutely marvelous job here, showing with relentless logic and specific examples how new technologies are raising customer expectations, and what a business ought to do about it.”
Don Peppers, co-author of EXTREME TRUST: Honesty as a Competitive Advantage

“If your company regards customers as creatures they ‘acquire,’ ‘manage,’ ‘control,’ ‘own’ or ‘lock in,’ your company suffers from a fatal condition that only this sort of respect for customer independence and intelligence can cure.”
Doc Searls, author of THE INTENTION ECONOMY: When Customers Take Charge, and co-author of THE CLUETRAIN MANIFESTO

“We, as business leaders, are often so worried about our competitors we often forget about our customers. Kasanoff and Hinshaw remind us that our customers are smarter and know more than we know. The book is an easy read and stuffed with ideas that can be implemented on Monday morning.”
Michael Le Goff, CEO, Plessey Semiconductors

“Thanks to dramatic technological advances of the past decade, computers can help us become smarter and smarter in our everyday tasks. As a result, today’s customers are much more sophisticated, and companies need to change in response. Kasanoff and Hinshaw highlight some of these changes and help companies understand how to deal with smart customers.”
Roberto Pieraccini, author of THE VOICE IN THE MACHINE: Building Computers That Understand Speech and Director of ICSI, the International Computer Science Institute at Berkeley

“Entrepreneurs looking for the next big thing need to grab a copy of our book and this one, and fast.”
Bob Dorf, co-author with Steve Blank of THE START UP OWNER’S MANUAL: The Step-by-Step Guide for Building a Great Company

“So energizing it actually made my skin tingle and my pulse race. Lot of books prod you to think about the future; this book is like a punch in the face. My thinking has changed and I’m now light years ahead. I’m fortunate I had the opportunity to read this before my competitors.”
Chris Zane, Founder & President, Zane’s Cycles, and author of REINVENTING THE WHEEL: The Science of Creating Lifetime Customers

“Technology-enabled customers are getting smarter every day, while companies mired in the same old ways of doing business just come off as stupider and stupider. Do not let that happen to you. Instead, follow Hinshaw and Kasanoff’s prescription to ride the waves of today’s perfect storm of disruptive innovations.”
B. Joseph Pine II, co-author, THE EXPERIENCE ECONOMY and INFINITE POSSIBILITY: Creating Customer Value on the Digital Frontier

“This is a very insightful book, and one that provides a really different (smarter) perspective on customer centric value co-creation! Hinshaw & Kasanoff make sense of many recent trends and provide a number of coherent frameworks to analyze the state of the industry and to create actionable ideas for change.”
Frank T. Piller, Professor of Management, RWTH Aachen University, Technology & Innovation Management Group and Massachusetts Institute of Technology, MIT Smart Customization Group

“Every CEO should read this book. The bigger your company the more you need a reality check and this book is just that. Your customers now know more than you do about your business and your competition. With so many innovative technologies present today and coming soon, this is a must read for all business executives!”
Jocelyn Smith, Managing Partner, CEO, infinitee Communications

“In healthcare, we need to realize that it is not just science and technology that are advancing rapidly, but also the expectations of the individuals we are here to serve. As this book so eloquently argues, an informed patient is a smart customer.”
William W. Burke, Executive Vice President & CFO, IDEV Technologies

“This engaging book provides a useful roadmap for navigating today’s and tomorrow’s technological innovations to improve your customer’s experience. Ignore its lessons at your (and your shareholders’) peril.”
Christopher Oddleifson, President & Chief Executive Officer, Rockland Trust Company