126. 8 tips for being a beacon for
constant feedback:
127. 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
128. 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
129. 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
223. 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
224. in the old days, you had one
chance to get the message just
right...
225. today, you have multiple conversations
and iterations to build that message
with your customers and audience.
226. 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.
257. “...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
259. 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.
260. 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.
291. 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...
292. 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