Is true customer focus achievable? What about Web 2.0, all hype, with little substance? In a virtual world of twitters, “zombie” attacks and “second lives”, most organizations concerned with the non-virtual world (i.e., the one with a bottom line), are asking themselves the same question: “can I actually use this Web 2.0 stuff for anything useful?”
In this presentation, I describe how organizations, both public and private alike, are leveraging Web 2.0 tools and social networking to connect with their customers/citizens own a whole new level: generating ideas, developing products, as well as helping them help themselves, and others. We'll also run through a selection of “what not to do” case studies that demonstrate the downside to leaping into the Web 2.0 World unprepared, or for the wrong reasons.