Local Motors: Forging a Customer Ecosystem to Transform the Automobile Industry


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Reinventing-the-Car-IndustryPatty Seybold poses a question: Can you transform an industry from the outside? That’s what Local Motors has been doing since 2007 with its mission of creating game-changing cars with an unprecedented standard of customer service. And the way the company is doing it is by creating a true customer ecosystem that embodies the six characteristics of a successful ecosystem:

1. Help customers achieve and/or manage something they care about.

2. Design for specific target audiences.

3. Provide a “secret sauce” that transforms customers’ ability to get things done.

4. Attract partners & suppliers who can contribute to these customers’ success.

5. Align the entire ecosystem to meet customers’ success metrics.

6. Embed, co-brand, and be ubiquitous so customers will encounter and use your secret sauce no matter what their starting point is.

There are a number of take-aways for you and your company that Patty presents, but the one that really resonated to me is you can spawn a vibrant ecosystem of partners and suppliers once you have a core and sustainable community of passionate customers who want to create their own designs and to appreciate and learn from others. It’s amazing what a community of passionate customers can do for a business.

Here is a short sample of Patty’s Case Study.

Local Motors: Open Source Car Design and Local Manufacturing
Forging a Customer Ecosystem to Transform the Automobile Industry
By Patricia B. Seybold, CEO and Senior Consultant, Patricia Seybold Group, January 26, 2012

Republished with author's permission from original post.

Ronni Marshak
Patricia Seybold Group
Ronni Marshak co-developed Patricia Seybold Group's Customer Scenario® Mapping (CSM) methodology with Patricia Seybold and PSGroup's customers. She runs the CSM methodology practice, including training, certification, and licensing. She identifies, codifies, and updates the recurring patterns in customers' ideal scenarios, customers' moments of truth, and customer metrics that she discovers across hundreds of customer co-design sessions.


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