The Power of Customer Misbehavior explores the importance of customer driven innovation for top line and bottom line growth. It shows how companies should not only learn to identify how their products are being misused, but also how to use this knowledge to innovate new products and services that better meet customer needs and promote viral growth. These techniques also promote long-term customer loyalty and growth even in hypercompetitive environments. This unique new book is the first to explore the idea of 'customer misuse': when customers modify features or expand the usage of products and services in ways that were never intended. Reacting appropriately to customer misuse will allow companies to enter new markets, create more loyal customers, and encourage customers to tell others about the company's products, all of which foster faster growth. These compelling concepts are presented in the form of simple actionable principles and illustrated with rich case studies from successful companies such as Twitter, Intuit, eBay and Coca-Cola, to offer the first practical guide to harnessing this new source of strategic innovation.
Michael T. Fisher is a co-founding partner in the growth and scalability advisory firm AKF Partners. He was the former Chief Technology Officer of Quigo (acquired by AOL) and served as Vice President of Engineering & Architecture for PayPal. Michael received a PhD and MBA from Case Western Reserve University, an MS in Information Systems from Hawaii Pacific University and a BS in Computer Science from the United States Military Academy at West Point. Martin L. Abbott is a cofounding partner of the growth and scalability advisory firm AKF Partners. He was formerly the COO of Quigo and was the SVP of TechnologyCTO at eBay. Martin has a Doctorate in Management from Case Western Reserve University, an MS in Computer Engineering from the University of Florida, a BS in Computer Science from the United States Military Academy and is a graduate of the Harvard Business School's Executive Education Program. Kalle Lyytinen is the Iris S. Wolsstein Professor of Information Systems at Case Western Reserve University in Cleveland and the Director of CWRU's Doctorate and PhD in Management programs. Kalle currently serves on the editorial boards of several leading information systems journals and has been a consultant to several Fortune 500 companies including Nokia, IBM, and Daimler. He has also consulted several research organizations including National Science Foundation, the British Research Council and EU Directorate XII.