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