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1. get advice from experts,
but design for the needs of the novice 2. respond to ALL feedback, even when you have to say ‘no thanks’ 3. don’t take negative feedback personally 4. give credit to those whose ideas you implement
some ways to give credit
• mention contributions in blog posts, tweets and • send a gift certificate or special coupon code videos • schwag and schtuff • name a after the or product feature contributor (or let them • upgrade their account name it) • give the contributor more responsibility • send journalists their way
5. point out and explain
changes as you make them 6. make small, continuous improvements 7. go out to find your feedback 8. ignore the haters
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
not customer-centric • You do
everything you can to keep your customers on your • You have a long list of customer relations policies. Any exception website. 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 • When budgets get tightened, you make cutbacks in areas like to use your product. customer service, marketing, support staff and design. • You demand social media strategies that win over the ‘influencers’ to blog or tweet • You are bothered by a customer describing your product in their about your product. own words that doesn’t match your brand.
customer-centric • You send customers
to other websites. • Your customers are doing things 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. • When budgets get tightened, you tighten operational costs. • You work with your competitors towards better customer experiences for all. • Your only customer service policy is to do right by the customer. • You know you compete for your customers’ attention with everyone.
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...
some references • Akoha.com http://www.akoha.com
• Total Insanity http://tinsanity.net • Dell Idea Storm http://ideastorm.dell.com • Cory’s site http://craphound.com • Southpark Underpants Gnomes http://www.southparkstudios.com/clips/ 151040 • Best 404 pages: http://www.plinko.net/404/ • Creative Commons: http://www.creativecommons.org • Friend Wheel: http://apps.facebook.com/friendwheel • Great internet stats: http://pewinternet.org • Whuffie: http://en.wikipedia.org/wiki/Whuffie