• Social Studies Blog. How to succeed in social business.
  • The Customer-Company Revolution Started a Long Time Ago

    capture the voice of customer in a communityOver the last five years, we’ve written a lot about the importance of creating a customer-centric business. Why? Because customer collaboration leads to good things like a stronger brand, better products, and (the holy grail of marketing in the social age) happier customers.

    Nowadays, it seems that more and more software vendors (*cough* Salesforce.com *cough*) see things our way. But rather than just talking about the customer-company revolution, I want to show you an example of exactly how it works by sharing a real-life story from the Get Satisfaction community.

    In the conversation here, a customer came to our community to share some product feedback that wasn’t entirely positive. Our community managers quickly got the product team involved … and the result is community at its best.
    Here are some customer-company revolution take-aways:

    • Customer Insight is Valuable – By joining the conversation, our product managers used it as an opportunity to learn and co-create with our customers.
    • Turn Negativity into Positivity – What started as a one-off negative comment turned into a great conversation that created mutual understanding and affirmed our brand.
    • Break Down the Silos – Service, support, marketing, product … many groups at the company benefited from this conversation (looking for tips on how to handle community posts? Take some notes from Steve).
    • This Isn’t New – This conversation has been ongoing in our community for two years (long before Salesforce’s Summer ‘13 release).

    If imitation is the greatest form of flattery, then yes, we’re flattered that Salesforce is getting on the customer-company bandwagon. Just remember, we have six years of experience to bring to the game.

    Subscribe to the Social Studies blog for the tools to unleash the power of customer conversations.

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    Scott Hirsch

    About Scott Hirsch

    A member of the founding Get Satisfaction team, Scott Hirsch serves as Vice President of Product and Content Marketing. He is responsible for corporate messaging, content development for demand generation and sales enablement, and product packaging and pricing.


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