embracing the groundswell
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Embracing The Groundswell. David Obot Michael Marx George Menzies. Embracing Customers. Umbria ( Dog Food) Del Monte Product Brand Started a Private Community “Just for their customers” “I love my dog/Dogs are people too” Pulse » Blog Archive » I Love my Dog - PowerPoint PPT PresentationTRANSCRIPT
Embracing The Groundswell
David Obot Michael Marx
George Menzies
Embracing Customers• Umbria ( Dog Food) Del
Monte Product Brand• Started a Private
Community “Just for their customers”
• “I love my dog/Dogs are people too”
• Pulse » Blog Archive » I Love my Dog
• Allows customers to give feedback on particular products that they offered
Embracing Customers Cont.
• Another Example:– Microsoft Discussion
Group– Welcome to Microsoft Disc
ussion Groups– Allows users to exchange
and share different ideas about Microsoft Products
– Mactopia
Using Customer Feedback
• Innovation with help from your customers• The Real Truth– It’s the most challenging part
Channel of Communication Not only efficiently but also in a timely manner
Why Faster Sells
• Instant Feedback from Customer.
• Lots of Ideas are Given. • Keeping the customer in
the loop helps.• Changes to a specific
idea are made efficiently.
Salesforce.com
• Salesforce.com– An online SaaS (Software as a service) company– Makes Customer Relationship Management
applications• Problem: Satisfying Customer request, but
which where to start
Salesforce.com
• Answer: Crispy News– An application that allows customers to submit
suggestions and customers to vote on the ones they agree on most
– This was part of salesforce.com’s Idea Exchange program• Ideas.salesforce.com
Salesforce.com
Crowd Sourcing
• Asking the groundswell to produce your ideas.
• -”All the rage”
• Frito Lay’s Doritos ad in 2007 Super Bowl was crowd sourced
Crowd Sourcing In Action
• Credit Mutuel– French regional
cooperative bank
• Slogan- “The bank you can talk to.”
• How Can we Talk to you? And If we Do talk to you, What happens Next?
What Happened Next• They decided to listen
• Early 2007 viewers were directed to a site named www.sijetaisbanquier.com (If I were a banker.com)
• Directed to two main choices– Enter a suggestion– See other customers suggestions
• Incentive- once a week a randomly selected suggestion maker would receive a free iPod
Ratings and Reviews
• Loblaw -Canadian Grocery store: Presidents Choice
Stampede Barbecue Sauce won the Ozark Hawg BBQ Championship on Batesville, Arkansas with a 9.4 out of 10.
Humility and Creativity Coexisting
• Two things to remember
– First, It doesn’t matter what business your in because if you have customers, they can help you
– Second, Embracing your customers takes a balance between skill and humility
• YouTube - Funny Dell Customer Service
THE END