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Creating Dialogue with Customers Using Technology

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The document discusses how companies can use technology to communicate with customers and obtain feedback. It provides Dell and Starbucks as examples of companies that use social media and online communities successfully. The document also addresses potential issues with social media and the importance of responding to negative feedback. It emphasizes that customer conversations can provide market research and help companies profile themselves as working with customers.

EducationBusiness
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Communication enabler: Creating dialogue with technology The value of talking to your customers + Product Development Industry examples What could go wrong…. © Dillon Lee – Temasek Polytechnic 2009
How do you solicit REAL feedback? © Dillon Lee – Temasek Polytechnic 2009
Source : pleaseenjoy.com © Dillon Lee – Temasek Polytechnic 2009
Conversations are becoming increasing distributed… © Dillon Lee – Temasek Polytechnic 2009
>75,000 employees globally 2 nd largest computer –sales globally as a brand Diversified (PC, laptop, servers, software, switches) © Dillon Lee – Temasek Polytechnic 2009
© Dillon Lee – Temasek Polytechnic 2009
“ Interacting directly with customers, through blogs and other online venues, can have two payoffs for a company. One, it is a market research tool ; you can tap into your customers and find out what their concerns and objectives are. Two, you can profile your company as one that is working with customers, not just one that is only trying to influence their purchasing decisions." Prof Christopher Van den Bulte, Wharton © Dillon Lee – Temasek Polytechnic 2009
Dell’s CEO: Michael Dell © Dillon Lee – Temasek Polytechnic 2009
Vida Killian, Manager IDEASTORM EmployeeSTORM © Dillon Lee – Temasek Polytechnic 2009
Ideastorm: Intro © Dillon Lee – Temasek Polytechnic 2009
http://www.ideastorm.com/ http://studiodell.com/ © Dillon Lee – Temasek Polytechnic 2009
www.facebook.com/dellsocialmedia Social Media Guide for Small Businesses © Dillon Lee – Temasek Polytechnic 2009
Dell Swarm © Dillon Lee – Temasek Polytechnic 2009
Image/Video/Audio Sharing Social Networking Publishing Microblogs Collaborative Tools © Dillon Lee – Temasek Polytechnic 2009 http://blogs.starbucks.com http://mystarbucksidea.force.com/
Publishing Collaborative Tools © Dillon Lee – Temasek Polytechnic 2009 http://blogs.starbucks.com http://mystarbucksidea.force.com/
>388,000 employees globally Most profitable IT company globally Sells hardware & software © Dillon Lee – Temasek Polytechnic 2009
[object Object],[object Object],[object Object],[object Object],[object Object],© Dillon Lee – Temasek Polytechnic 2009
[object Object],[object Object],[object Object],[object Object],[object Object],© Dillon Lee – Temasek Polytechnic 2009
Things do not always go right… April 2009 © Dillon Lee – Temasek Polytechnic 2009
[object Object],[object Object],[object Object],[object Object],© Dillon Lee – Temasek Polytechnic 2009
© Dillon Lee – Temasek Polytechnic 2009
© Dillon Lee – Temasek Polytechnic 2009
Cheap Awful Average Bad Bland Crap Disgusting Flavorless © Dillon Lee – Temasek Polytechnic 2009
Group Activity… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Your group is a new company that is looking to sell & market your space. © Dillon Lee – Temasek Polytechnic 2009
Group Activity…. ,[object Object],[object Object],[object Object],[object Object],[object Object],© Dillon Lee – Temasek Polytechnic 2009

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Creating Dialogue with Customers Using Technology

  • 1. Communication enabler: Creating dialogue with technology The value of talking to your customers + Product Development Industry examples What could go wrong…. © Dillon Lee – Temasek Polytechnic 2009
  • 2. How do you solicit REAL feedback? © Dillon Lee – Temasek Polytechnic 2009
  • 3. Source : pleaseenjoy.com © Dillon Lee – Temasek Polytechnic 2009
  • 4. Conversations are becoming increasing distributed… © Dillon Lee – Temasek Polytechnic 2009
  • 5. >75,000 employees globally 2 nd largest computer –sales globally as a brand Diversified (PC, laptop, servers, software, switches) © Dillon Lee – Temasek Polytechnic 2009
  • 6. © Dillon Lee – Temasek Polytechnic 2009
  • 7. “ Interacting directly with customers, through blogs and other online venues, can have two payoffs for a company. One, it is a market research tool ; you can tap into your customers and find out what their concerns and objectives are. Two, you can profile your company as one that is working with customers, not just one that is only trying to influence their purchasing decisions." Prof Christopher Van den Bulte, Wharton © Dillon Lee – Temasek Polytechnic 2009
  • 8. Dell’s CEO: Michael Dell © Dillon Lee – Temasek Polytechnic 2009
  • 9. Vida Killian, Manager IDEASTORM EmployeeSTORM © Dillon Lee – Temasek Polytechnic 2009
  • 10. Ideastorm: Intro © Dillon Lee – Temasek Polytechnic 2009
  • 11. http://www.ideastorm.com/ http://studiodell.com/ © Dillon Lee – Temasek Polytechnic 2009
  • 12. www.facebook.com/dellsocialmedia Social Media Guide for Small Businesses © Dillon Lee – Temasek Polytechnic 2009
  • 13. Dell Swarm © Dillon Lee – Temasek Polytechnic 2009
  • 14. Image/Video/Audio Sharing Social Networking Publishing Microblogs Collaborative Tools © Dillon Lee – Temasek Polytechnic 2009 http://blogs.starbucks.com http://mystarbucksidea.force.com/
  • 15. Publishing Collaborative Tools © Dillon Lee – Temasek Polytechnic 2009 http://blogs.starbucks.com http://mystarbucksidea.force.com/
  • 16. >388,000 employees globally Most profitable IT company globally Sells hardware & software © Dillon Lee – Temasek Polytechnic 2009
  • 17.
  • 18.
  • 19. Things do not always go right… April 2009 © Dillon Lee – Temasek Polytechnic 2009
  • 20.
  • 21. © Dillon Lee – Temasek Polytechnic 2009
  • 22. © Dillon Lee – Temasek Polytechnic 2009
  • 23. Cheap Awful Average Bad Bland Crap Disgusting Flavorless © Dillon Lee – Temasek Polytechnic 2009
  • 24.
  • 25.