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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