For customers, an alternative to crummy customer service and support? For businesses, an alternative to out-sourcing?
Letting your customers do the talking for you and with you - in public?
http://www.fastcompany.com/articles/2008/04/interview-muller.html?page=0%2C1
This is brilliant. I’m a tech person, but not a joiner. (It’s just my demeanor.) But within a few minutes of visiting http://getsatisfaction.com, I’d signed up.
It taps into my main motivation for blogging on my personal site - to help people solve problems I had to resolve the hard way. (”Hard way” means, when I searched for a solution on Google or contacted a company’s customer/tech support, I didn’t get a solution to my problem, and so I had to figure it out on my own with research, persistence, and trial and error.)
It also falls in line with much of the motivation behind open source software communities - people coming together to solve problems, realizing that the more they share with others, the more they’re likely to get back in turn. And it provides a venue where organizations and businesses can engage in open relationships with their customers.
It’s a brilliant example of the value and growth potential of social networking as more than just a fad.
Filed under: New Ideas | Tagged: Social Networking, web2.0
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Good Layout and design. I like your blog. I just added your RSS feed to my Google News Reader. .
Jason Rakowski
Great article. Some days I almost cringe at what people might say about their library experience - especially when it relates to how we deploy technology.
F2F we can be so good but some days there seem to be so many things that are beyond our control - like how our catalogs work (or don’t work) for the user. Technology - I don’t want to be without it but it sometimes shoots us in the foot.
Of course we have opportunities everyday to enhance our libraries image. I say that because I was standing in a longish line at Rite Aid this a.m. and ended up giving out my business card to the man in front of me.
His friend had been frustrated with his “learning experience” at a library computer classes and now I had a chance to improve on that experience. I told him to have his friend call me. How easy was that??
I was told by the “pioneer of information brokering”, Sue Rugge, to always have pockets and always have business cards in those pockets and give them out to anyone and everyone. Hopefully, I’ll get a chance to can improve on this person’s library experience.