If you read Customers Included, you’ll see the case study of Prospect Park, the large urban park in the middle of Brooklyn, which was brought to life by an intrepid park administrator named Tupper Thomas. By taking the simple step of including customers in her planning decisions, Thomas totally transformed the park.
More recently, Leslie Koch has done a tremendous job running Governors Island, a small park in the middle of New York Harbor (see wikipedia), turning it into a thriving center of culture and tourism for the city. Koch’s secret? Including customers in her decision making.
Below, Leslie Koch describes how she used this “customers included” mindset to bring about the transformation of Governors Island. From our Gel conference this past April: