Customers play a key role in product design: Vote for favorite designs Purchase designs they care about Designers get feedback on their designs Customers can rate T-Shirts Customers therefore feel a part of the company By placing emphasis on customer input at the design phase of the business, Threadless.com is able to successfully leverage social media, to customize their designs to the unique tastes of each of their customers.
Could mainstream fashion designers do this? Can toy makers use this to allow kids to create their Next Best Toy? Could auto-makers request submissions for car designs? Could the hospitality industry use this to solicit clients input on amenities to have in their next hotel? Could the government use this to solicit ideas for how to deal with certain issues – have people vote on ideas?
Retail – Flintstone Era: Focus on in-store interactions, focus groups & sales figures Avenues for obtaining customer feedback - few and expensive Victoria Secrets PINK: PINK Nation, has more interaction than main website Vote to have Alma Mater on PINK Use Facebook page to get feedback on styles etc One of few to create a fully functional mobile site Is it better to get MANY people to watch your video, or FEW of the right people? Social Media is creating the bridge – making it possible to reach MANY of the RIGHT people; inexpensively!
Could taste-driven coupons be developed? Could location-based advertising be done? For e.g. customer enters a store and automatically, receives a text message about store specials Could consumer focus groups become obsolete? Could the customers become designers – submit underwear design and let customers vote on the Design of the Month? Could loyalty programs be revamped using tools from social media? For e.g. can I get a list of Consumers who bought X also bought Y – in the store?
Doctors communicate with their patients online – share test results, appointment scheduling. http://www.kp.org
Restaurants accept food orders for pick up or delivery via facebook, twitter, online and via text message. http://www.grubhub.com
Tweet restaurant page to solicit menu recommendations from customers that are in the restaurant? Anonymous conversations with strangers at the same restaurant? Can Zagat ratings become obsolete? Can they be replaced by live and historic customer feedback? Mobile clinics that go around taking samples etc, and send online doctors data electronically? Online contractors for Do-It-Yourself initiatives? Airlines allow customers to tweet about pre-flight, in- flight and post-flight activities?
U.K Government is on Facebook!!! Have an application that delivers daily feeds A means by with the Prime Minister sends news and updates Has a little over 500 fans U.K Government is also on Twitter!!! Has 1.39 million followers Very news focused … And on Youtube! The Ask the Prime Minister feature Users vote on top questions PM responds UK Government uses Flickr to share photos of events http://www.ignitesocialmedia.com/Social-Media-Example-21-UK-Government/
Virtual communities Companies are using Social Media to get insights directly from the people who matter most - Their customers. http://mystarbucksidea.force.com/
Users can interact with each other. Ask questions, rate answers, share recipes, motivate each other. Save company money – less customer help resources