9 Pages Posted: 27 Jan 2007
Abstract Creative consumers (defined as customers who adapt, modify, or transform a proprietary offering) represent an intriguing paradox for business. On one hand, they can signify a black hole for future revenue, with breach of copyright and intellectual property. On the other hand, they represent a gold mine of ideas and business opportunities. Central to business is the need to create and capture value, and creative consumers demand a shift in the mindsets and business models of how firms accomplish both. Based upon their attitude and action toward customer innovation, we develop a typology of firms' stances toward creative consumers. We then consider the implications of the stances model for corporate strategy and examine a three-step approach to dealing with creative consumers: awareness, analysis, and response.
Keywords: Creative customers, strategic response, lead users, innovation
JEL Classification: M10
Suggested Citation: Suggested Citation
Berthon, Pierre R. and Pitt, Leyland and McCarthy, Ian P. and Kates, Steven M., When Customers Get Clever: Managerial Approaches to Dealing With Creative Consumers. Business Horizons, Vol. 50, No. 1, pp. 39-47, 2007. Available at SSRN: https://ssrn.com/abstract=959581
By Kwanghui Lim