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
some ways to give credit
• mention contributions in • send a gift certiﬁcate or blog posts, tweets and special coupon code videos • schwag and schtuff • name a product or • upgrade their account feature after the contributor (or let them name it) • give the contributor more responsibility • send journalists their way
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
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
not customer-centric • • You
do everything you can to You have a long list of customer keep your customers on your relations policies. Any website. exception 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 • When budgets get tightened, how to use your product. you make cutbacks in areas like 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 about your product. describing your product in their own words that doesn’t match your brand.
customer-centric • • You send
customers to other Your customers are doing websites. 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. • You let people feed in their • content from other sites easily. You work with your competitors towards better customer experiences for all. • When budgets get tightened, you tighten operational costs. • You know you compete for your customers’ attention with • Your only customer service everyone. policy is to do right by the customer.
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...