163. Dell turning the bullhorn
around
1. Direct2Dell - blog where people could start
talking to Dell about their experiences.
2. Instantly responding to fiascos (like the exploding
laptop)
3. CES - blogger lounge with Michael Dell
4. Dell Idea Storm
5. Delivering on the ideas generated in the tool
6. rinse. repeat.
164. DELL turned their whuffie
deficit into a whuffie making
machine, stopping their decline
in sales and stopped their bad
press.
221. 1. The Dazzle is in the Details.
2. Go Above and Beyond.
3. Appeal to Emotion.
4. Inject Fun into the Experience.
5. Make Something Mundane Fashionable.
231. 6. Let People Personalize.
7. Be Experimental.
8. Simplify.
9. Make Happiness Your Business Model:
increase autonomy, competence and
relatedness.
10.Be a Social Catalyst.
245. benefits of embracing the
chaos
• you’ll be better prepared for the unexpected
• you’ll join in the conversation that is already
happening and be welcomed for this move
• it will bring in the opportunity for collaboration
• it will make your ideas stronger
• it will create supporters you didn’t know you
had
246. in the old days, you had
one chance to get the
message just right...
247. today, you have multiple
conversations and iterations to
build that message with your
customers and audience.
248. Funny how we create our own rat
traps in our success. Once we're
'there' we can no longer do the stuff
that made us successful in the 1st
place.
279. “...compared check-writing and
volunteering to cutting the leaves and
branches off a tree, where the heart of the
business and its ability to impact the world
positively is the tree itself.”
Gary Hirshberg, CEO, Stonyfield Farms
281. not customer-centric
• •
You do everything you can to keep You have a long list of customer
your customers on your website. relations policies. Any exception to
those policies has to go up the chain
of command for approval.
• You measure number of visitors and
time spent on your website as
•
whether you are successful. You need to create multiple
instructional videos so that your
customers will understand how to
• When budgets get tightened, you
use your product.
make cutbacks in areas like
customer service, marketing,
•
support staff and design. You demand social media strategies
that win over the ‘influencers’ to blog
or tweet about your product.
• You are bothered by a customer
describing your product in their own
words that doesn’t match your
brand.
282. customer-centric
• •
You send customers to other Your customers are doing things
websites. with your product you never
dreamed and are posting videos.
• You measure how many people refer
•
their friends to you as success. Influencers are adding you as friends
on social networks.
• You let people feed in their content
•
from other sites easily. You work with your competitors
towards better customer
experiences for all.
• When budgets get tightened, you
tighten operational costs.
• You know you compete for your
customers’ attention with everyone.
• Your only customer service policy is
to do right by the customer.
315. about those rockin’ images:
• Many are from iStockphoto.com (totally cool site)
• except as marked on the photo...
• a screenshot of my friendwheel: http://
apps.facebook.com/friendwheel
• and the logos & screengrabs I stole from all of the
respective sites...