A Case Study: How is it helping customers?

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

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

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

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.