In his BlogWell presentation, Microsoft's Director of Community and Online Support, Nestor Portillo, shares how they are empowering customers and using their feedback via social media.

2. Nestor J Portillo Director, Community & Online Support Microsoft Corp @nportillo Social Influence

3. Influencer management @ Microsoft Main attributes: Community leadership Accessible Independency Credibility Engagement and span of influence

4. Social Framework Influencer Programs Insights ID Users Telemetry Engage Microsoft Property Innovation Triage Tools Direct Listening Web Create/Include or Improve VOC Process Listen

5. Forums . Answers . Resources Improve/ Enhance Insights & Innovation P2P Support . Trust . Relationship Crowdsourcing . Innovation . User Groups . Affinity . Advocacy Revenue . Image . Market Share Awareness & Acquire (New Sales) Ideas . Features . Concepts WOM . Ratings . Reviews Customer Service And Support Find and Buy LIFETIME LOYALTY Social Media . Events . Blogging Adaptation from TSIA Social Media Model Customer Loyalty & Retention (repurchase) Sat/ Share Use / Support

6. Perceived Value

7. New Approach: From Metrics to Experience Efficiency (Cheap, Fast operations) Experience (Accuracy, Effort, Time) Customer Employees Process Agility/Scale Readiness Loyalty Satisfaction Performance End-to-End Experience, Efficiency, Effort and Engagement Indexes

9. Gather Community feedback from MVPs & MCCs, etc

11. Social Networks

12. Partners

13. 3rd Party Websites

14. Forums

15. Influencer’s BlogsFederation & Syndication Engagement

16. Example Answers generated by Awardees 40 6 Months Awardees 30 Average monthly answers per awardee +29% 24.0 24.0 +14% +13% 21.38 20 27.6 10 Six months prior 3 months after 1 month after 2 months after

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