News

Self-service book wins award

January 29, 2006

RENO, Nev. - The International Society for Performance Improvement (ISPI) announced in a news release that the book Creating Do-It-Yourself Customers: How Great Customer Experiences Build Great Companies, authored by Peter C. Honebein, Ph.D. and Roy F. Cammarano, has won its prestigious Award of Excellence.

ISPI's Award of Excellence designation recognizes significant contributions to the science and profession of human performance improvement. This award is considered the most prestigious award in the field of Human Performance Technology.

"In today's economy, where customers are performing much like company employees, businesses need guidance on creating great co-production experiences," Honebein said. "The ISPI award recognizes the importance of our ideas in helping businesses increase customer satisfaction, trust, loyalty, and lifetime value."

Honebein and Cammarano are principals of the Customer Performance Group, a marketing and management strategy-consulting firm. Honebein is also an adjunct professor at Indiana University and the University of Nevada, Reno.

The authors will speak at the Self-Service & Kiosk Show on Feb. 13, on the topic "Four Pillars for Satisfaction When Customers Do the Work." For more information, visit www.selfservicekiosk.com.