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 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 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 – 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)www.sijetaisbanquier.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 YouTube - Funny Dell Customer Service

14. THE END