Download - Koss-Case Study
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A Case Study: How is it helping customers?
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Overview
• Engaged in the design, manufacture and sale of stereo headphones and related accessory products.
• Products are sold through different channels including audio specialty stores, the Internet, mail catalogs, department stores and other retailers.
• ~$38 million Revenue, • Huge supply chain and diverse, global customer
base• www.koss.com
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How can customers help themselves?
• Read FAQ on website• Contact Koss via email• Find Product Manual on website• Find out Warranty info on website• Purchase products• Become a Fan on Facebook Page- See other Koss Customers• Video User reviews of Koss headphones on Yahoo Videos.
These are independent.• Wikipedia page to spread awareness• Available Yahoo groups for customers to engage in
conversations
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What else can be done to help customers?
• Form a Koss Help community/discussion forum on central website• Only found 1 Yahoo group. Form more yahoo groups to connect
customers with each other, focus on the audio enthusiasts.• Form a Linked In group for Audio Enthusiasts• Customers want to produce reviews and have a say (as indicated by
Video Reviews and reviews in other places). Upload customer videos on youtube. Give customers a place to shine.
• Upload “how to” videos for products on youtube• Start building loyal fan base (there are 1155 fans on facebook)
– Start Tweeting and get followers. Koss has a Twitter address, but has done 0 tweets. Start promoting content.
– Start posting on Facebook fan page and get fans engaged
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What else can be done to help customers?
• No feedback mechanism to show “customer ideas” being incorporated in product design. Use Salesforce.com-Idea Exchange to manage this process.
• Increase self-presence on audio-enthusiast forums and sites. Use monitoring tools to actively engage in conversations.
• Increase presence on technology review and rating sites such as ebay. Use monitoring tools to actively engage in conversations.