CGS-Customer Generated Solutions at TurboTax
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TurboTax works side by side with customers to create the next version of TurboTax each year. See examples of how.
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CGS-Customer Generated Solutions at TurboTax
- 1. Customer Generated Solutions Letting customers guide product development at TurboTax Christine Morrison 9/15/2010
- 2. Who we are A leading provider of business and financial management solutions
- 3. Social is part of our DNA Intuit founder Scott Cook invented the ”follow me home”
- 4. Why do we do social? Social creates a persuasion engine that allows us to acquire new customersandkeep the ones we’ve got
- 5. How are we engaging?
- 6. Customers influence the product Gathering issues/trends Twitter Live Community Generating Solutions Inner Circle
- 7. Bucket #1 – Gathering issues/trends Gathering issues/trends Twitter Live Community
- 9. Trends inform features 4x Display AvgCTR. +30% Conversion rates. +25% New customers.
- 10. Bucket #2 –Generating Solutions Generating Solutions Inner Circle
- 11. Introducing the Inner Circle An army of 25,000 people helps us improve TurboTax for “free”
- 15. Bookmarks One of 30+ new features built on Inner Circle input
- 16. Idea Exchange Newsflash: the best ideas aren’t necessarily most popular
Notas del editor
- Get more customers, expensive to lose them/get them backTime crunch: makes sense to enable customers to speak on our behalf (even the bad stuff is visible) – get out of the way to let our customers do it. Cutting through the noise/relevancy – ie reviewsInnovation (NBC, social as an asset)Leveraging natural human behavior to drive (reviews, celebrate when done, vocal when not happy, search
- How and where they want to talk