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W I S D O M S O U R C I N G<br />A Global CUSTOMER EXPERIENCE DIRECTORY<br />Customer Experience Maps for WIKIPEDIADr. Rod...
Overview of WisdomsourcingA Systematic Collaboration Project on the Internet<br />WISDOMSOURCING<br /><ul><li>A global Thi...
A systematic and collaborative Goal Achievement Methodology for Everything (G.A.M.E.): co-achieving challenging goals for ...
A tool for systematically and collaboratively creating the Customer Experience Web</li></ul>Locations: Membership is FREE!...
  LinkedIn Group: “Wisdomsourcing”</li></ul>Contact<br /><ul><li>rodkuhnking@sbcglobal.net
http://twitter.com/RodKuhnKing</li></ul>MAIN GOALS<br /><ul><li>  To illustrate use of the Wisdomsourcing methodology     ...
  To apply the Wisdomsourcing methodology in                        co-creating a Customer Experience Directory (Web). </l...
   The Evolution of WISDOMSOURCING<br />1.<br />BRAINSTORMING<br /><ul><li> Alex Osborne (1953)
Rules for Brainstorming – No criticism during idea generation
 ‘Blue Sky’ Thinking and Ideas
 Myriad Generated Ideas
 Offline
 1 Physical Location
 Formal Group
 Organic Process
 Online Collaboration
Collaborative Idea Generation
 1D-Evaluation; Voting
 Rod King (2009)
 Systematic Collaboration
 Customer Experience Pain
 Trade-off Problems & Strategies
 Roadmap for Wisdomsourcing
Customer Experience Map
 2D-Evaluation: Trade-off Map
 Strategy Profile; Plan; Dashboard
 Customer Experience Directory (Web)
 Think Tank; Movement; Experience
 Jeff Howe (2006)
Crowdsourced Goods and Information Products
 Off-site Tools for Strategic Analysis and Problem</li></ul>Solving<br /><ul><li> ‘Ad hoc’ Group
 Unlimited Number of Volunteers
 Peer Production; Documentation
 Open Innovation and Value Chain
Prosumers: Consumers who participate like employees/producer in a business
 Competitions; Contests; Prizes
 Recognition; Reputation</li></ul>WISDOMSOURCING<br />3.<br />CROWDSOURCING<br />2.<br />
A Vision of Wisdomsourcing<br />GREATER Customer Happiness, Delight;                               Customer Acquisition, L...
 To collaboratively and systematically develop Disruptive Innovation/Blue Ocean and other strategies for improving CUSTOME...
  To collaboratively develop a Global Customer Experience Directory (Web)</li></ul>MISSION<br /><ul><li>  Harnessing the W...
Radically reducing the failure rate of businesses especially startups
  Democratizing business planning, strategic planning, innovation, and competitive intelligence</li></ul>RESOURCES<br /><u...
  Roadmap for Wisdomsourcing Strategy Projects
  Global Community Resources and Value Network</li></ul>CORE VALUES<br />Delightful Experiences<br />Collaboration<br />Op...
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Collaboratively Building the Customer Experience Web: The Example of Wikipedia

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Since the invention of the Internet, search engines have evolved to be not more than global web address books. In essence, Google Search is a high quality, fast, and digital "Yellow Pages" directory of web addresses. Search engines including those of Google, Yahoo, and Microsoft hardly help people to make better and faster decisions especially when buying items or faced with alternatives. The Customer Experience Web (CEW) could change all that.

The CEW is conceived to be an online repository of customer experiences on everything: products, services, businesses, places, people, and tools. The ultimate goal is that every object in the world will have customer experience maps in the CEW. These customer experience maps will be co-created by people in all parts of the world and in their own time and for their own items of passion.

This presentation shows a sample of co-created customer experience maps for the item of "Wikipedia." The presented maps summarize the results of a recent Wisdomsourcing Survey in a community of over 200 professionals from 33 countries all over the world. In other words, the customer experience maps were co-created or 'crowdsourced' by the Wisdomsourcing community. This Wisdomsourcing Project marks the start of the Customer Experience Web.

Welcome to the age of the "decision-making engine."

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Transcript of "Collaboratively Building the Customer Experience Web: The Example of Wikipedia"

  1. 1. W I S D O M S O U R C I N G<br />A Global CUSTOMER EXPERIENCE DIRECTORY<br />Customer Experience Maps for WIKIPEDIADr. Rod King&Online Wisdomsourcing Community(In LinkedIn and Ning Networks)<br />
  2. 2. Overview of WisdomsourcingA Systematic Collaboration Project on the Internet<br />WISDOMSOURCING<br /><ul><li>A global Think Tank for systematically and collaboratively harnessing ideas for answer-ing challenging questions in business & life
  3. 3. A systematic and collaborative Goal Achievement Methodology for Everything (G.A.M.E.): co-achieving challenging goals for products; services; businesses; places
  4. 4. A tool for systematically and collaboratively creating the Customer Experience Web</li></ul>Locations: Membership is FREE!<br /><ul><li>http://wisdomsourcing.ning.com
  5. 5. LinkedIn Group: “Wisdomsourcing”</li></ul>Contact<br /><ul><li>rodkuhnking@sbcglobal.net
  6. 6. http://twitter.com/RodKuhnKing</li></ul>MAIN GOALS<br /><ul><li> To illustrate use of the Wisdomsourcing methodology in systematically and collaboratively improving the customer experience of products and services
  7. 7. To apply the Wisdomsourcing methodology in co-creating a Customer Experience Directory (Web). </li></ul>Project No. 1 focuses on creating a directory of Customer Experience Maps for selected crowdsourcing websites<br />START DATE OF PROJECT NO. 1<br /><ul><li> November 2009</li></ul>PROJECT INITIATOR/COORDINATOR<br /><ul><li> Dr. Rod King, developer of the Wisdomsourcing methodology and templates</li></ul>CO-CREATORS ON THE INTERNET<br /><ul><li>Over 200 Professionals from 33 Countries </li></ul> (all over the World)<br />
  8. 8. The Evolution of WISDOMSOURCING<br />1.<br />BRAINSTORMING<br /><ul><li> Alex Osborne (1953)
  9. 9. Rules for Brainstorming – No criticism during idea generation
  10. 10. ‘Blue Sky’ Thinking and Ideas
  11. 11. Myriad Generated Ideas
  12. 12. Offline
  13. 13. 1 Physical Location
  14. 14. Formal Group
  15. 15. Organic Process
  16. 16. Online Collaboration
  17. 17. Collaborative Idea Generation
  18. 18. 1D-Evaluation; Voting
  19. 19. Rod King (2009)
  20. 20. Systematic Collaboration
  21. 21. Customer Experience Pain
  22. 22. Trade-off Problems & Strategies
  23. 23. Roadmap for Wisdomsourcing
  24. 24. Customer Experience Map
  25. 25. 2D-Evaluation: Trade-off Map
  26. 26. Strategy Profile; Plan; Dashboard
  27. 27. Customer Experience Directory (Web)
  28. 28. Think Tank; Movement; Experience
  29. 29. Jeff Howe (2006)
  30. 30. Crowdsourced Goods and Information Products
  31. 31. Off-site Tools for Strategic Analysis and Problem</li></ul>Solving<br /><ul><li> ‘Ad hoc’ Group
  32. 32. Unlimited Number of Volunteers
  33. 33. Peer Production; Documentation
  34. 34. Open Innovation and Value Chain
  35. 35. Prosumers: Consumers who participate like employees/producer in a business
  36. 36. Competitions; Contests; Prizes
  37. 37. Recognition; Reputation</li></ul>WISDOMSOURCING<br />3.<br />CROWDSOURCING<br />2.<br />
  38. 38. A Vision of Wisdomsourcing<br />GREATER Customer Happiness, Delight; Customer Acquisition, Loyalty, and GROWTH<br />VISION <br />A GLOBAL THINK TANK For<br />Collaboratively Identifying And Resolving Customer Experience Pain Everywhere<br />GOALS & STRATEGIES<br /><ul><li>To virally grow the movement, experience, and methodology of WISDOMSOURCING
  39. 39. To collaboratively and systematically develop Disruptive Innovation/Blue Ocean and other strategies for improving CUSTOMER EXPERIENCES
  40. 40. To collaboratively develop a Global Customer Experience Directory (Web)</li></ul>MISSION<br /><ul><li> Harnessing the World’s Collective Genius and Delighting More People in the Customer Experience Web
  41. 41. Radically reducing the failure rate of businesses especially startups
  42. 42. Democratizing business planning, strategic planning, innovation, and competitive intelligence</li></ul>RESOURCES<br /><ul><li> World of Wisdomsourcing (WoW)
  43. 43. Roadmap for Wisdomsourcing Strategy Projects
  44. 44. Global Community Resources and Value Network</li></ul>CORE VALUES<br />Delightful Experiences<br />Collaboration<br />Open Innovation<br />
  45. 45. What Will Be The Next Hit in The Evolution of BUSINESS DIRECTORIES?<br />LOCAL<br />Business Directory<br />REGIONAL<br />Business Directory<br />ONLINE<br />Business Directory<br />ONLINE<br />Customer Experience Directory (Web)<br />Centralized Input<br />(Business addresses)<br />Decentralized Input<br />(Customer Experiences)<br />
  46. 46. Users & Benefits of a Global Customer Experience Directory <br />COMPETITORS/ENTREPRENEURS/<br />STARTUPS/INNOVATORS/DESIGNERS<br /><ul><li> Real-time customer intelligence and feedbackon competitors as well as best practices
  47. 47. Monitoring and management of the customer experience of products and services
  48. 48. Faster competitive analysis</li></ul>BUSINESS PLANNERS/STRATEGISTS/<br />ANALYSTS/QUALITY MANAGERS<br /><ul><li> Faster preparation of business and strategic plans as well as SWOT analysis
  49. 49. Listening to the Voice of the Customer
  50. 50. Seeing the business through the Eyes of</li></ul> the Customer: Observers; <br /> Early adopters; Regular<br /> users; Upgraders; Retirees<br />USERS & BENEFITS OF <br />A GLOBAL<br />CUSTOMER EXPERIENCE DIRECTORY<br />MARKETERS/<br />RESEARCHERS<br /><ul><li>Savings in cost and time when compared to doing traditional market research/surveys
  51. 51. Easier identification of market trends
  52. 52. Faster identification of opportunities especially for disruptive innovation</li></ul>CUSTOMERS/<br />PROSPECTS/INVESTORS<br /><ul><li>Better and faster decisions when buying or investing in a product/business
  53. 53. Reduction in the failure of products and services as well as businesses and places
  54. 54. The almost instant generation of Customer Experience Maps for the toughest challenges in business & life</li></li></ul><li>Wisdomsourcing Project No. 1 Collaboratively Building a Customer Experience Directory<br />EDUCATION/NEWS/TIPS<br />JOBS/CUSTOMER SERVICE<br />MEDIA/GAMES/ENTERTAINMENT<br />GRAPHIC DESIGN/MARKETING/PR<br />SOFTWARE DEVELOPMENT<br />CUSTOMER EXPERIENCE DIRECTORY<br />FOR<br /> CROWDSOURCING<br />(Selected Websites)<br />IDEA GENERATION/PROBLEM SOLVING/INNOVATION CHALLENGES<br />MISCELLANEOUS<br />MANUFACTURING/SERVICE BUSINESS<br />
  55. 55. Charter for Project No. 1Customer Experience Directory<br />SITUATION/CHALLENGE/QUESTION<br /><ul><li>Business directories are basically address books of businesses. This project aims to answer the question: How best to redefine, document, and improve the customer experience of directories?</li></ul>SCOPE<br /><ul><li>Do pilot project on collaboratively building a customer experience di-rectory for crowdsourcing websites
  56. 56. Review crowdsourcing websites
  57. 57. Develop scenarios for disruptive innovation & Blue Ocean strategies</li></ul>GOALS & OBJECTIVES<br /><ul><li> To radically improve the customer experience of business directories
  58. 58. To carry out a pilot project for collaboratively building a global customer experience directory (web)
  59. 59. To illustrate “Wisdomsourcing”</li></ul>EXISTING PAIN<br /><ul><li> Traditional business directories are bulky and not readily accessible
  60. 60. Online directories are not orientat-ed towards providing information that facilitates decision-making</li></ul>EXISTING DELIGHT<br /><ul><li>Business directories contain information on businesses that are locally available
  61. 61. Business directories are generally provided free of charge to consumers</li></ul>PROJECT CHARTER<br />FOR <br />CUSTOMER EXPERIENCE DIRECTORY<br />DESIRED RESULTS<br /><ul><li>Customer Experience Directory that is co-created by customers
  62. 62. Customer Experience (Wisdom-sourcing) Map for businesses
  63. 63. ZoomableWisdomsourcing Maps</li></ul>PROJECT TEAM<br /><ul><li>Wisdomsourcers in LinkedIn business network
  64. 64. Wisdomsourcers in Ning social network (http://wisdomsourcing.ning.com)</li></ul>OPPORTUNITIES<br /><ul><li> Participation in the first ever Customer Experience Directory that is co-created by global customers
  65. 65. Sharing/development of expertise in crowdsourcing & wisdomsourcing</li></li></ul><li> The Wisdomsourcing Map and its 8 Customer Experience Maps<br />CUSTOMER SEGMENTATION<br />CUSTOMER DELIGHT<br />CUSTOMER PAIN<br />CUSTOMER TRADE-OFF<br />CUSTOMER PREFERENCES<br />WISDOMSOURCING MAP<br />(For a Product; Service; Business; Place; Tool)<br />BUSINESS STRATEGIES/<br />CUSTOMER SUGGESTIONS<br />COMPETITORS<br />VALUE CHAIN (Business Model)/ DASHBOARD<br />
  66. 66. Questions for a Wisdomsourcing Map<br />CUSTOMER SEGMENTATION<br /><ul><li> Who are the customers of X?</li></ul>CUSTOMER DELIGHT<br /><ul><li>What is the customer delight in employing X?</li></ul>CUSTOMER PAIN<br /><ul><li> What is the customer pain in employing X?</li></ul>CUSTOMER TRADE-OFF<br /><ul><li> What is the existing/desired customer trade-off in employing X?</li></ul>CUSTOMER PREFERENCES<br /><ul><li>What are customer preferences in the sector or area of X?</li></ul>QUESTIONS FOR A<br />WISDOMSOURCING MAP<br />For X<br />(X= Product; Service;<br />Business; Place; Tool)<br />BUSINESS STRATEGIES/<br />CUSTOMER SUGGESTIONS<br /><ul><li>What are suggestions, ideas, strate-gies, and/or scenarios for radically improving the experience of X?
  67. 67. What are the strategy profile and strategic plan for X?</li></ul>COMPETITORS<br /><ul><li> Who/What are the direct and indirect competitors of X?</li></ul>VALUE CHAIN (Business Model)/ DASHBOARD<br /><ul><li>What is the existing value chain (business model/dashboard) for X?
  68. 68. What is the desired value chain (business model/dashboard) for X?</li></li></ul><li>Customer Experience Directory: Crowdsourcing Section WIKIPEDIA<br />WHAT?<br /><ul><li> Online encyclopedia where volunteers collaboratively create, contribute, and edit content
  69. 69. Users access content of online encyclopedia for free</li></ul>WHY?<br /><ul><li> Information should be freely accessible and available
  70. 70. Harnessing collective wisdom</li></ul>WIKIPEDIA<br />WHO?<br /><ul><li> Founders: Jimmy Wales</li></ul>and Larry Sanger<br /><ul><li> Users of the Internet: Researchers/</li></ul>Subject experts/Reviewers<br /><ul><li> Donors; no advertisers</li></ul>WHEN/WHERE?<br /><ul><li> Established in 2001
  71. 71. www.wikipedia.org
  72. 72. Online; 24x7</li></li></ul><li>Visual Summary of Results for the Wisdomsourcing Survey<br />Project No. 1<br />Wisdomsourcing Map for WIKIPEDIAAn Aggregation of Personal Customer Experience Maps<br />
  73. 73. Global Customer Experience DirectoryHarnessing the World’s Collective Genius<br />Pain<br />Customers<br />Delight<br />Trade-off<br />Strategies<br />Preferences<br />Value Chain<br />Competitors<br />Personal<br />Go<br />Wisdomsourcing Map for<br />WIKIPEDIA<br />Social<br />Global<br />
  74. 74. Wisdomsourcing MapAn Aggregation of Customer Experience Maps<br />Wikipedia<br />CUSTOMER SEGMENTATION<br />CUSTOMER DELIGHT<br />CUSTOMER PAIN<br />CUSTOMER TRADE-OFF<br />CUSTOMER PREFERENCES<br />WISDOMSOURCING MAP<br />FOR<br />WIKIPEDIA<br />BUSINESS STRATEGIES/<br />CUSTOMER SUGGESTIONS/<br />COMPETITORS<br />VALUE CHAIN (Business Model)<br />
  75. 75. CUSTOMER SEGMENTATIONCrowdsourcing Market<br />Wikipedia<br />WORLD/SOCIETY/ECONOMY/WEB<br />The Uninterested<br />The Unaware<br />The Refusers<br />Seniors<br />Non-Internet Users<br />Observers<br />REMOTE CUSTOMERS<br />Housewives<br />Professional Businesses B2B<br />Authors<br />Faith-based Professionals<br />INDIRECT CUSTOMERS<br />Politicians<br />Potentially Unsatisfied Customers<br />Industrial Designers<br />DIRECT CUSTOMERS<br />Generation X (Baby Boomers)<br />Engineers<br />Strategists<br />Entrepreneurs<br />Students<br />Job Seekers<br />Freelancers<br />Investors<br />Graphic Artists<br />Families<br />Planners<br />Open Innovators<br />Brainstormers<br />Utility Companies<br />Non-educated People<br />Marketers<br />Analysts<br />Networkers<br />Organizations that are strapped for cash<br />Developers<br />Researchers<br />Schools/Universities<br />Trendspotters<br />People who don’t understand the concept or value of crowdsourcing<br />Knowledge Workers<br />Service Organizations<br />Citizen Journalists<br />Automotive Trendsetters<br />Webinar Participants<br />Big Brand Companies <br />Pollsters<br />
  76. 76. COMPETITOR SEGMENTATION<br />Wikipedia<br />DIRECT COMPETITORS<br />DIRECT COMPETITORS<br /><ul><li>Books
  77. 77. Bookshelves
  78. 78. Personal Networks</li></ul>DIRECT COMPETITORS<br /><ul><li> Printed encyclopedias
  79. 79. Dictionaries</li></ul>INDIRECT COMPETITORS<br />INDIRECT COMPETITORS<br /><ul><li> Webster Dictionary
  80. 80. Search Engines (Horizontal/ Vertical)
  81. 81. Personal Network on Ning and Twitter</li></ul>COMPETITORS OF<br />WIKIPEDIA<br />REMOTE COMPETITORS<br />REMOTE COMPETITORS<br />REMOTE COMPETITORS<br />
  82. 82. COMPETITOR TRADE-OFF MAPHit Zone vs. Struggling Zone<br />Wikipedia<br />Zero Trade-off<br />MARKET (CUSTOMER JOB): Obtaining/Sharing information<br />Period/Year: November/December 2009<br />High<br />Revenue<br />Luxury Spot<br />Disruption Spot<br />(+): DELIGHT<br />-&gt; Revenue<br />Low<br />Revenue<br />Strategic Choice<br />Key<br />Hit Zone:<br />Struggling Zone:<br />(-): PAIN -&gt; Competition <br />Remote Competitors<br />Indirect Competitors<br />Direct Competitors<br />
  83. 83. CUSTOMER WORD OF MOUTHRespondents of Survey<br />Wikipedia<br />DIRECT CUSTOMERS<br />Word of Mouth (Virality)<br />Hit Zone = 100%<br /><ul><li>Delighters = 70%
  84. 84. Satisfiers = 30%</li></ul>Struggling Zone<br /><ul><li>Dissatisfiers = 0%</li></ul>Word-of-mouth Chance = <br />Hit Zone – Struggling Zone =<br />100 – 0 = 100%<br />Key: Flow of information/people/material/multi-media<br />
  85. 85. CUSTOMER EXPERIENCE JOURNEY<br />Wikipedia<br />Fault line<br />Chasm<br />
  86. 86. CUSTOMER HIERARCHY OF GOALS<br />Wikipedia<br />MAIN GOAL<br />Quickly obtain an end result, share information, or increase expertise on a topic<br />CORE PURPOSE<br /><ul><li> General and comprehensive knowledge-base
  87. 87. Sharing of information and knowledge</li></ul>FUNCTION<br /><ul><li> Comprehensive and collaborative online encyclopedia</li></ul>OUTCOME<br /><ul><li> Reliable information on everything
  88. 88. Free access to information and knowledge</li></li></ul><li> CUSTOMER EXPERIENCE PROPOSITIONS<br />Wikipedia<br />Customer Experience Propositions<br /><ul><li> Luxury Spot-Proposition</li></ul>High-end<br />(Short Head)<br /><ul><li> Sweet Spot-Proposition
  89. 89. Disruption Spot-Proposition
  90. 90. SuperHitSpot-Proposition</li></ul>Mass Market (Long Tail)<br />“The free encyclopedia <br />that anyone can edit”<br /><ul><li> Blue Ocean-Proposition</li></li></ul><li>CUSTOMER PAINWhy People Become Dissatisfiers<br />Wikipedia<br /><ul><li> Lack of reliability
  91. 91. Variation in quality of information
  92. 92. Reported inaccuracies in some articles
  93. 93. Sometimes, US-centric
  94. 94. Information overload
  95. 95. Difficulty in scrolling through a long list of information
  96. 96. Inadequate personalization/ customization
  97. 97. Inadequate interaction/follow-up</li></ul>WIKIPEDIA’S<br />CUSTOMERPAIN<br /><ul><li> Gaps in information
  98. 98. Lack of depth in some areas
  99. 99. Sparsely populated entries on some topics
  100. 100. Some moderators become lecturers
  101. 101. Sometimes, quirky indexing</li></li></ul><li>CUSTOMER DELIGHTWhy People Become Delighters<br />Wikipedia<br /><ul><li> Free
  102. 102. No ads
  103. 103. Easy navigation/browsability
  104. 104. Easy to locate information
  105. 105. Ease of use
  106. 106. Ability to drill down
  107. 107. Freely accessible information
  108. 108. Comprehensiveness
  109. 109. Wide coverage
  110. 110. Available in many languages
  111. 111. Surprising and delightful information
  112. 112. Good mechanism for learning
  113. 113. Ability to add insights</li></ul>WIKIPEDIA’S<br />CUSTOMERDELIGHT<br /><ul><li> Democratic
  114. 114. Neutral
  115. 115. No editorial board
  116. 116. Good cross-referencing
  117. 117. Clear policies and rules </li></li></ul><li>CUSTOMER TRADE-OFF MAPCustomer Pain vs. Customer Delight<br />Wikipedia<br />Zero Trade-off<br />(“What customers ultimately want:<br />Free, Perfect, Now”)<br />MARKET (CUSTOMER JOB): Obtaining/Sharing information<br />Period/Year: November/December 2009<br />High<br />Luxury Spot<br />70%<br />30%<br />Disruption Spot<br />(+): DELIGHT<br />Low<br />Strategic Choice<br />Low<br />High<br />(-): PAIN<br />No. of respondents = 8<br />Word-of-mouth Chance (Virality) = Hit Zone – Struggling Zone = (70% + 30%) – 0% = 100%<br />
  118. 118. CUSTOMER PREFERENCESPainFactors<br />Wikipedia<br />
  119. 119. CUSTOMER PREFERENCESDelight Factors<br />Wikipedia<br />
  120. 120. CUSTOMER EXPERIENCE CURVES<br />Wikipedia<br />Market Segment/Location: Crowdsourcing<br />Mission/Vision: “Free and open sharing of knowledge”<br />10<br />8<br />6<br />4<br />2<br />0<br />Key -&gt; 1: Low level; 10: Extraordinary level of experience<br /> : Weak (Vulnerable) spot<br />Customer Experience Quotient (CEQ) <br />= Weighted Pain/Weighted Delight = 2.73/7.24 = 0.38 <br />
  121. 121. CUSTOMER EXPERIENCE TACTICS<br />Wikipedia<br />Market Segment/Location: Crowdsourcing<br />Mission/Vision: “Free and open sharing of knowledge”<br />Key -&gt; 1: Low level; 10: Extraordinary level of experience<br />Customer Experience Quotient (CEQ) <br />= Weighted Pain/Weighted Delight = 2.73/7.24 = 0.38 <br />
  122. 122. STRATEGY ARCHETYPE FOR LUXURY INNOVATION<br />Wikipedia<br />ELEMENTS OF LUXURY INNOVATION STRATEGY FOR WIKIPEDIA:<br />DELIGHT TACTICS:<br /><ul><li> Eliminate ……………………………………………</li></ul>- Reduce ……………………………..…..……………<br />- Increase ……………………….……….……………<br />- Create/Procure ……………….…….……………<br /><ul><li> PAIN TACTICS:
  123. 123. Eliminate ……………………………………………</li></ul>- Reduce ……………………………..…..……………<br />- Increase ……………………….……….……………<br /><ul><li>Create/Procure ……………….…….……………</li></ul>Customer Value Proposition<br />High performance (brand) at exclusive price<br />Targeted Customer Segment(Interviewees)<br />Well-to-do customers in the ‘short head’<br />Customer Value Proposition/Core Purpose: ……………………………………………………………………….…………………<br />
  124. 124. STRATEGY ARCHETYPE FOR DISRUPTIVE INNOVATION<br />ELEMENTS OF DISRUPTIVE INNOVATION STRATEGY FOR WIKIPEDIA<br /><ul><li> DELIGHT TACTICS:
  125. 125. Eliminate ……………………………………………</li></ul>- Reduce ……………………………..…..……………<br />- Increase ……………………….……….……………<br /><ul><li> Create/Procure ……………….…….……………
  126. 126. PAIN TACTICS:
  127. 127. Eliminate ……………………………………………</li></ul>- Reduce ……………………………..…..……………<br />- Increase ……………………….……….……………<br /><ul><li> Create/Procure ……………….…….……………</li></ul>Customer Value Proposition<br />Good enough-performance (quality) at a low price<br />Targeted Customer Segment(Interviewees)<br />The masses/customers in ‘long tail’<br />Customer Value Proposition/Core Purpose: ……………………………………………………………………….…………………<br />
  128. 128. STRATEGY ARCHETYPE FOR BLUE OCEAN INNOVATION<br />Wikipedia<br />ELEMENTS OF BLUE OCEAN STRATEGYFOR WIKIPEDIA<br /><ul><li> DELIGHT TACTICS:
  129. 129. Eliminate ……………………………………………</li></ul>- Reduce ……………………………..…..……………<br />- Increase ……………………….……….……………<br /><ul><li> Create/Procure ……………….…….……………
  130. 130. PAIN TACTICS:
  131. 131. Eliminate ……………………………………………</li></ul>- Reduce ……………………………..…..……………<br />- Increase ……………………….……….……………<br /><ul><li> Create/Procure ……………….…….……………</li></ul>Customer Value Proposition<br />High performance (quality) at a low price<br />Targeted Customer Segment(Interviewees)<br />The masses/customers in ‘long tail’<br />Customer Value Proposition/Core Purpose: ……………………………………………………………………….…………………<br />
  132. 132. CUSTOMER SUGGESTIONSScenarios & Evolutionary Patterns for Crowdsourcing Market<br />Wikipedia <br /><ul><li> Get more intuitive user interface
  133. 133. Intuitive navigation
  134. 134. Provide easy to use interface
  135. 135. Introduce tools that provide faster analysis/response
  136. 136. Provide overarching disciplines: Brainstorming, Crowdsourcing, and Wisdomsourcing
  137. 137. Arrange for people to anonymously participate in surveys
  138. 138. See example at quirky.com
  139. 139. Become more accessible
  140. 140. Make crowdsourcing website accessible anywhere (mobile/ desktop/phone)
  141. 141. SMS/MMS responses may be more effective for surveys
  142. 142. Employ creative activities
  143. 143. Use innovative strategies
  144. 144. Clarify problem to be solved and its relevance
  145. 145. Facilitate solution of complex problems
  146. 146. Provide mechanism that secures IP of owner to prevent stealing & abuse
  147. 147. Crowdsourcing should be project-based rather than generic
  148. 148. Learn from TV talent contests that depend on a public vote
  149. 149. Encourage people to contribute their part
  150. 150. Make it easier for participants to find people with similar interests </li></ul>CUSTOMER SUGGESTIONS<br />(Crowdsourcing Market)<br /><ul><li> Streamline to manage information overload
  151. 151. Carefully choose topic so that it is not too broad
  152. 152. Categorize inputs
  153. 153. Give feedback to every contributor
  154. 154. Close the loop of information and provide feedback
  155. 155. Provide incentive for people to build on existing ideas and make them robust
  156. 156. Give rewards for community interaction
  157. 157. Provide incentive mechanism that stimulates cooperation
  158. 158. Let voters pay for their input as in ‘X Factor’ program</li></li></ul><li>VALUE CHAIN MAP<br />(Business Model)<br />Wikipedia<br />E: EMPLOYEES/KNOWLEDGE ASSETS/ CULTURE<br /><ul><li>CEO
  159. 159. Regular employees
  160. 160. Board of Directors</li></ul>S: SUPPLIERS/MATERIALS<br /><ul><li>Volunteer-creators/editors/reviewers
  161. 161. Office equipment and materials</li></ul>M: MACHINERY/EQUIPMENT/ FACILITY<br /><ul><li>Computers/servers
  162. 162. Software (Wiki) applications
  163. 163. Collaboration technology</li></ul>E: ENVIRONMENT<br /><ul><li> Competitors: Google etc.
  164. 164. Non-customers/Non-consumers
  165. 165. Partners
  166. 166. Investors : Donors
  167. 167. Gov./Community/Society/Environment</li></ul>VALUE CHAIN (Business Model)<br />FOR<br />WIKIPEDIA<br />2009<br />P: PROCESSES/COMPETENCIES<br /><ul><li> Strategic management
  168. 168. Operational management
  169. 169. Software development & management
  170. 170. Open innovation/crowdsourcing
  171. 171. Creating/reviewing/editing content</li></ul>R: RETAILERS/DISTRIBUTORS/ CHANNELS/INTERFACE<br />www.wikipedia.org<br />C: CUSTOMERS/CONSUMERS<br /><ul><li>Internet users (Short head/Long tail)
  172. 172. Researchers/Subject experts
  173. 173. Knowledge seekers/reviewers
  174. 174. Collaborators/Volunteers/Prosumers</li></ul>O: OUTPUTS/PRODUCT/SERVICE<br /><ul><li> Wikipedia: A high quality, online, and</li></ul> collaborative encyclopedia that is <br /> freely available and without advertise-<br />ments<br />KEY<br />Existing Revenue (Donations/Information flow) Potential Revenue (Information flow)<br />Existing Cost (Information Flow) Potential Cost (Information Flow)<br />
  175. 175. VALUE CHAIN DASHBOARDDecember 2009<br />Wikipedia<br />Market Segment/Location: Crowdsourcing<br />Mission/Vision: “Free and open sharing of knowledge”<br />
  176. 176. COMPETITORS<br />Wikipedia<br />DIRECT COMPETITORS<br />DIRECT COMPETITORS<br /><ul><li>Books
  177. 177. Bookshelves
  178. 178. Personal Networks</li></ul>DIRECT COMPETITORS<br /><ul><li> Printed encyclopedias
  179. 179. Dictionaries</li></ul>INDIRECT COMPETITORS<br />INDIRECT COMPETITORS<br /><ul><li> Webster Dictionary
  180. 180. Search Engines (Horizontal/ Vertical)
  181. 181. Personal Network on Ning and Twitter</li></ul>COMPETITORS OF<br />WIKIPEDIA<br />REMOTE COMPETITORS<br />REMOTE COMPETITORS<br />REMOTE COMPETITORS<br />
  182. 182. THE CUSTOMER EXPERIENCE WEBCo-creating Personal, Social/Local, and Global Customer Experience Maps in Real Time<br />GLOBAL Customer Experience Web<br />SOCIAL/LOCAL Customer Experience Directory<br />PERSONAL Customer Experience Map<br />Products<br />Services<br />Businesses<br />Places<br />Tools<br />
  183. 183. Frequently Asked Questions (FAQ)Crowdsourcing<br /><ul><li> Why do people participate in crowdsourcing?
  184. 184. What are the top motivating factors for participating in crowdsourcing websites, e.g., money, exposure, reputation, fun?
  185. 185. How can I trust the validity (integrity) of information in a crowdsourcing website?
  186. 186. How can I save time?
  187. 187. What specific outcomes can crowdsourcing websites offer/
  188. 188. What is the niche of the crowdsourcing website?
  189. 189. How easily can I reach the niche I desire?
  190. 190. How easy can one use a crowdsourcing website?
  191. 191. How do you simplify the user interface?
  192. 192. Is the crowdsourcing website localized: English/German/French/ Spanish?
  193. 193. Does a platform exist for crowdsourcing websites?</li></ul>Frequently Asked Questions (FAQ)<br />for<br />CROWDSOURCING<br /><ul><li> What are the focus and business model of the crowdsourcing website?
  194. 194. What is the definition of the crowd (niche/specialty websites)?
  195. 195. What rubrics are needed to identify my crowd?
  196. 196. How can crowdsourcing help make the competition irrelevant?
  197. 197. Who is successfully using the crowdsourcing website?
  198. 198. What are success stories from the use of crowdsourcing websites?
  199. 199. Do small-medium businesses consider crowdsourcing websites to be a viable alternative to crafting solutions?
  200. 200. How to create a crowdsourcing website?</li></li></ul><li>Wisdomsourcing Community<br />
  201. 201. Global Wisdomsourcers for Project No. 1Over 200 Professionals from 33 Countries (all over the World) <br />Sheet 1 of 5<br /><ul><li> Abbey, Rob
  202. 202. Adeel, Naved
  203. 203. Ageda, Daniel
  204. 204. Agrawal, Deepak
  205. 205. Agrawal, Saurabh
  206. 206. Akmal, Shiraz
  207. 207. Barrett, Sue
  208. 208. Barry, Pam
  209. 209. Bayus, Barry
  210. 210. Bentley, Ian
  211. 211. Bhattacharyya, Nilanjana
  212. 212. Blomqvist, Ulf
  213. 213. Andersson, Per O.
  214. 214. Andrade, Susie
  215. 215. Araluce, Jorge
  216. 216. Arbuckle, PMP, Warren
  217. 217. Autrique, Luis
  218. 218. BabaiiKochekseraii, Dr. Sadegh
  219. 219. Bolden, Michael C.
  220. 220. Bonner, Francesca
  221. 221. Boyer, David
  222. 222. Brahma, Debashish
  223. 223. Brancato, Fabio
  224. 224. Brennan, Matthieu
  225. 225. Brett, Alistair
  226. 226. Bridges, Beth
  227. 227. Bronsema, Ludy
  228. 228. Brouillette, Tom
  229. 229. Brown, Ray
  230. 230. Burns, Scott</li></ul>GLOBAL WISDOMSOURCERS<br />FOR<br />PROJECT NO. 1<br />(December 2009)<br /><ul><li> Capron-Maquaire, Sarah
  231. 231. Carrillo, Félix
  232. 232. Carty, Kevin
  233. 233. Cernohorsky, Petr
  234. 234. Chalk, Mary Beth
  235. 235. Davis, Karen
  236. 236. de Avila Amaral, Ricardo
  237. 237. De Bruyn, Robert
  238. 238. de Valk, Wessel
  239. 239. Delmar, Dan
  240. 240. Chalmers, Thomas
  241. 241. Chandra, Satish
  242. 242. Chow, Tony
  243. 243. Christian, Pete
  244. 244. Clementi, Carlo</li></li></ul><li>Global Wisdomsourcers for Project No. 1Over 200 Professionals from 33 Countries (all over the World) <br />Sheet 2 of 5<br /><ul><li>Dinner, Alec
  245. 245. Domínguez Laperal, Julián
  246. 246. Don, Sharon
  247. 247. Dzialowski, Ted
  248. 248. Eker, Ersin
  249. 249. García Aragón, Luis Miguel
  250. 250. Garland, Loan
  251. 251. Gasperini, Nicola
  252. 252. Gaviria, Carlos
  253. 253. Geerts, Simone
  254. 254. Gezen, Gurkan
  255. 255. Fazi, Flaminia
  256. 256. Ferreira, Mario Luis Tavares
  257. 257. Fish, David
  258. 258. Foster, Simin
  259. 259. Goldsmid, Ian
  260. 260. Grassi, Nicolas
  261. 261. Greene, Lionel
  262. 262. Grueber, Dorit
  263. 263. Hall, Dennis
  264. 264. Hall, Paige
  265. 265. Hamburger, Onno
  266. 266. hassan, sherfudeen
  267. 267. Hawke, Kyle
  268. 268. Hensley, David</li></ul>GLOBAL WISDOMSOURCERS<br />FOR<br />PROJECT NO. 1<br />(December 2009)<br /><ul><li>Hilario, Crisanto
  269. 269. Hills, Martin
  270. 270. Ho, Karina
  271. 271. Holdren, Richard
  272. 272. Honée, Caspar
  273. 273. Johnson, George
  274. 274. Johnstone, Simon
  275. 275. Jones, Judy
  276. 276. Jones, Steven
  277. 277. Joshi, Gaurav
  278. 278. Judkiewicz, D. Michel
  279. 279. Ibarra, Rafael
  280. 280. Ivano Franco, Colombo
  281. 281. Jacknis, Norm
  282. 282. Jamerson, Gary L.
  283. 283. Jariwala, Krunal</li></li></ul><li>Global Wisdomsourcers for Project No. 1Over 200 Professionals from 33 Countries (all over the World) <br />Sheet 3 of 5<br /><ul><li>Kalfoglou, Yannis
  284. 284. Karani, Sanjiv
  285. 285. KC, Guru Anand
  286. 286. Kenner, Pat
  287. 287. Khan, Sourabh
  288. 288. Kumar, Vijay
  289. 289. Kuzma, Claudia J.
  290. 290. King, Rod (Coordinator)
  291. 291. Kinsella, Bret
  292. 292. Klein, Mark
  293. 293. Kondili, Alma
  294. 294. Kuij, van der, Albert
  295. 295. Kulzak, Thomas
  296. 296. LaRue, William
  297. 297. Lazin, Lorant
  298. 298. Lendzion, Michelle
  299. 299. Lloyd, Bruce
  300. 300. Lovejoy, Susan
  301. 301. Lucarelli, Giovanni
  302. 302. Lundsten, Frode</li></ul>GLOBAL WISDOMSOURCERS<br />FOR<br />PROJECT NO. 1<br />(December 2009)<br /><ul><li> Machado, Tiago
  303. 303. Magariños, Marina
  304. 304. Maier, Kenneth
  305. 305. Marchant, Pierre
  306. 306. Markham, Roisin
  307. 307. Mascheri, Fabiano
  308. 308. Modali, Chandra
  309. 309. Moreham, Richard
  310. 310. Morgan, Rhidian
  311. 311. Movva, Siva Ganesh
  312. 312. Murphy, Kevin
  313. 313. McCann, Bailey
  314. 314. Medrano, Deborah
  315. 315. Menefee, Denise
  316. 316. Micenko, Miroslav
  317. 317. Michaels, Alan S.
  318. 318. Mizer, Melissa (Mel)</li></li></ul><li>Global Wisdomsourcers for Project No. 1Over 200 Professionals from 33 Countries (all over the World) <br />Sheet 4 of 5<br /><ul><li> Narayanan, Srinivasan
  319. 319. Neijzen, Hans
  320. 320. Norte, Pedro
  321. 321. Nürnberger, Bernd
  322. 322. Nyo, Winston
  323. 323. Parker, Mark
  324. 324. Parker, Mike
  325. 325. Pearce, Lynn
  326. 326. Philabaum, Don
  327. 327. Pickering, Sandra
  328. 328. Oksendahl, Eric
  329. 329. Ortmann, Peter
  330. 330. Plishka, Mike
  331. 331. Poterman, Willem
  332. 332. Poul, Mary
  333. 333. Rafiq, Ahmed
  334. 334. Raman, Venkat
  335. 335. Rao, Ramachandra
  336. 336. Reed, Brady
  337. 337. Reinbolt, Gary
  338. 338. Robinson, Carter</li></ul>GLOBAL WISDOMSOURCERS<br />FOR<br />PROJECT NO. 1<br />(December 2009)<br /><ul><li> Roman Corle, Kim
  339. 339. Rossard, Jacques
  340. 340. Roussat, Damien
  341. 341. RuedaLópez, Gustavo
  342. 342. Ryan, Tom
  343. 343. Savage, Edward
  344. 344. Sayir, Beril
  345. 345. Scaman, Melissa
  346. 346. Schadee, Pieter
  347. 347. Schulenburg, Marta
  348. 348. Settles, Clint
  349. 349. Saif, Mohammed
  350. 350. Salvachúa, Joaquín
  351. 351. Sanchez, Miriam
  352. 352. Sandoval, Ismael
  353. 353. Sarkar, Soumen
  354. 354. Sarkissova, Marianna </li></li></ul><li>Global Wisdomsourcers for Project No. 1Over 200 Professionals from 33 Countries (all over the World) <br />Sheet 5 of 5<br /><ul><li>Shekar, L.
  355. 355. Simangunsong, Edward
  356. 356. Simon, Andrea
  357. 357. Singaravelan, A.
  358. 358. Sloper, Phillip
  359. 359. Smith, Vidal
  360. 360. Souza, Rodrigo
  361. 361. Taylor, Brian
  362. 362. Thompson, Maria
  363. 363. Thurlbeck, Shelagh
  364. 364. Tomasulo, Antonietta
  365. 365. Turner, Don
  366. 366. Spector, Jason
  367. 367. Stam, Bob
  368. 368. Stavropoulos, Leonidas
  369. 369. Stein, Colin
  370. 370. Stromberg, Gregory
  371. 371. Suri, Deepak
  372. 372. Sutherland, Ian
  373. 373. Ucar, Ferhan
  374. 374. Urban, Chris
  375. 375. Vaculisteanu, Andreea
  376. 376. van derErve, Marc
  377. 377. van derMeij, Jasper
  378. 378. van derStelt, Remco
  379. 379. Vann, Michael
  380. 380. Varela, Ana José
  381. 381. Vavere, Raimonds
  382. 382. Verbeeren, Bart
  383. 383. Virmani, Ravi
  384. 384. Vissonova, Karina</li></ul>GLOBAL WISDOMSOURCERS<br />FOR<br />PROJECT NO. 1<br />(December 2009)<br /><ul><li>Wanchoo, Chander
  385. 385. Warkentine, Blaine
  386. 386. Wendell, Bart
  387. 387. White, Steven
  388. 388. Whitlock, Warren
  389. 389. Williams, Doug
  390. 390. Yaakubovich, Yaniv
  391. 391. Yarhi, Adolfo
  392. 392. Young, Peter
  393. 393. Zheng, Boyang
  394. 394. Williams, Tim
  395. 395. Wittenberg, David
  396. 396. Woodard, Alonzo L.</li></li></ul><li>Join the Global Wisdomsourcing Community<br />… And Let’s Co-create …TheCUSTOMER EXPERIENCE WEBhttp://wisdomsourcing.ning.com LinkedIn Group: “Wisdomsourcing”It’s FREE!<br />
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