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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

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embracing the groundswell

Embracing The Groundswell

David Obot

Michael Marx

George Menzies

embracing customers
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
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
using customer feedback
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
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 com1
  • 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
crowd sourcing
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
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
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
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
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