Customer Generated Solutions<br />Letting customers guide product development at TurboTax<br />Christine Morrison  9/15/20...
Who we are<br />A leading provider of business and financial management solutions<br />
Social is part of our DNA<br />Intuit founder Scott Cook invented the ”follow me home”<br />
Why do we do social?<br />Social creates a persuasion engine that allows us to acquire new customersandkeep the ones we’ve...
How are we engaging?<br />
Customers influence the product<br />Gathering <br />issues/trends<br />Twitter<br />Live Community<br />Generating Soluti...
Bucket #1 – Gathering issues/trends<br />Gathering <br />issues/trends<br />Twitter<br />Live Community<br />
What’s not working? <br />
Trends inform features<br />4x Display AvgCTR. +30% Conversion rates. +25% New customers.<br />
Bucket #2 –Generating Solutions<br />Generating Solutions<br />Inner Circle<br />
Introducing the Inner Circle<br />An army of 25,000 people helps us improve TurboTax for “free”<br />
A new approach<br />What members want<br /><ul><li>Changes based on their feedback
Be heard directly by TurboTax employees</li></ul>What the business wants<br /><ul><li>Quick, detailed feedback to improve ...
Unmet needs</li></li></ul><li>How do you pay a volunteer workforce?<br />“Closing the loop” is a requirement for every int...
Bookmarks<br />One of 30+ new features built on Inner Circle input<br />
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CGS-Customer Generated Solutions at TurboTax

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TurboTax works side by side with customers to create the next version of TurboTax each year. See examples of how.

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  • Get more customers, expensive to lose them/get them backTime crunch: makes sense to enable customers to speak on our behalf (even the bad stuff is visible) – get out of the way to let our customers do it. Cutting through the noise/relevancy – ie reviewsInnovation (NBC, social as an asset)Leveraging natural human behavior to drive (reviews, celebrate when done, vocal when not happy, search
  • How and where they want to talk
  • CGS-Customer Generated Solutions at TurboTax

    1. 1. Customer Generated Solutions<br />Letting customers guide product development at TurboTax<br />Christine Morrison 9/15/2010<br />
    2. 2. Who we are<br />A leading provider of business and financial management solutions<br />
    3. 3. Social is part of our DNA<br />Intuit founder Scott Cook invented the ”follow me home”<br />
    4. 4. Why do we do social?<br />Social creates a persuasion engine that allows us to acquire new customersandkeep the ones we’ve got<br />
    5. 5. How are we engaging?<br />
    6. 6. Customers influence the product<br />Gathering <br />issues/trends<br />Twitter<br />Live Community<br />Generating Solutions<br />Inner Circle<br />
    7. 7. Bucket #1 – Gathering issues/trends<br />Gathering <br />issues/trends<br />Twitter<br />Live Community<br />
    8. 8. What’s not working? <br />
    9. 9. Trends inform features<br />4x Display AvgCTR. +30% Conversion rates. +25% New customers.<br />
    10. 10. Bucket #2 –Generating Solutions<br />Generating Solutions<br />Inner Circle<br />
    11. 11. Introducing the Inner Circle<br />An army of 25,000 people helps us improve TurboTax for “free”<br />
    12. 12. A new approach<br />What members want<br /><ul><li>Changes based on their feedback
    13. 13. Be heard directly by TurboTax employees</li></ul>What the business wants<br /><ul><li>Quick, detailed feedback to improve marketing and product offerings
    14. 14. Unmet needs</li></li></ul><li>How do you pay a volunteer workforce?<br />“Closing the loop” is a requirement for every interaction<br />
    15. 15. Bookmarks<br />One of 30+ new features built on Inner Circle input<br />
    16. 16. Idea Exchange<br />Newsflash: the best ideas aren’t necessarily most popular<br />

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