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“ A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter—and getting smarter faster than most companies.” The Cluetrain Manifesto (1999)
What it means to our customers “ (More) people <like me>” “ I can talk to them when, where and how I want.” “ I don’t need to listen to your corporate voice, I have a million other people who’ve <lived you> to tell me the real deal.” “ The crowd will average it out for me.” “ Then I’ll decide.”
“ RIGHT NOW, your customers are writing about your products on blogs and recutting your commercials on YouTube. They are defining you on Wikipedia and ganging up on you on social networking sites like Facebook.” Groundswell
Questions to think about Would we listen, or do we know best ? Are we happy to be challenged? Are we happy to change? Do we care about customer contentment? (After all we assess their worth) How reactive to the customer are we? How do we handle feedback/suggestions? If they don’t do it <here> they’ll do it <there>
Platform: family <Laura> VC’s speech; Twitter; Qik; Seesmic Questions of openness; how do academics, student services staff engage in Platform | Facebook | YouTube? Anonymous, member of community? Expert view