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Embracing The Groundswell

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

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Embracing The Groundswell

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  1. Embracing The Groundswell David Obot Michael Marx George Menzies

  2. 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

  3. Embracing Customers Cont. • Another Example: • Microsoft Discussion Group • Welcome to Microsoft Discussion Groups • Allows users to exchange and share different ideas about Microsoft Products • Mactopia

  4. 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

  5. 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.

  6. 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

  7. 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

  8. Salesforce.com

  9. Crowd Sourcing • Asking the groundswell to produce your ideas. • -”All the rage” • Frito Lay’s Doritos ad in 2007 Super Bowl was crowd sourced

  10. 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?

  11. 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

  12. 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.

  13. 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

  14. THE END

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