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http://www.flickr.com/photos/kendrick/
“blog”
28,000
companies
Where Social Systems
   meets Customer Service
Product Ideation   Immersive Testing        Launch           Customer Servi...
Where Social Systems
meets Customer Service
Customer Service        Product Ideation        Immersive Testing        Launc...
    	
     	
     	
  
http://www.flickr.com/photos/kendrick/
http://www.flickr.com/photos/claudio_ar/




	
     	
     	
            	
            ʼ’
           	
  



	
            	
  
    	
   	
  
  	
  
    	
   	
     	
     	
  
Losing Control:
8 Steps to Success in a post 2.0 World
                  	
       	
            	
  
	
            	
              	
     	
            	
  

          	
       ...
    	
     	
  
    	
     	
     	
  
 
       	
  
	
  
    	
     	
   	
  
    	
     	
     	
   	
     	
  
http://www.flickr.com/photos/takomabibelot/




      	
          	
  
 
http://www.flickr.com/photos/claudio_ar/




	
  
 
http://www.flickr.com/photos/libraryman/
    	
     	
     	
     	
     	
  
http://www.flickr.com/photos/kendrick/
 

1. Organizations understand their
  customers are out there now.

2. Every part of the organizational value
  chain is ...
http://www.flickr.com/photos/bachmont/




                          	
  
ʼ’


     http://www.flickr.com/photos/generated/
    	
  
    	
     	
  
           	
            	
  
       	
            	
  
    	
     	
  




                            	
               	
                	
                          	
         ...
http://www.flickr.com/photos/oskay/




	
     	
   	
  
 
    	
   	
     	
     	
  
  	
     	
  




http://www.slideshare.net/leisa/
  	
  
  	
  
 
  	
   	
                                                        	
   	
             	
         	
                      	
...
  	
  
ʼ’ 	
     	
     	
            	
            	
     	
  
                        	
            	
  
 
 
 




       	
  
          	
   	
   	
        	
          	
  
                              	
   	
            	
   	
                 	
...
    	
   	
   	
                   	
   	
                   ʼ’ 	
   	
     	
  
                        	
     	
        ...
         	
   	
        	
   	
                   	
     	
     	
  
       ʼ’ 	
                                  	
  
  ...
    	
     	
     	
     	
  

1. Customer service?

2. Product development?

3. Marketing and Brand development?

4. Busi...
In Summary
http://www.flickr.com/photos/claudio_ar/
http://www.flickr.com/photos/libraryman/
 

1. Organizations understand their
  customers are out there now.

2. Every part of the organizational value
  chain is ...
http://www.flickr.com/photos/kendrick/
    	
     	
     	
     	
  

1. Customer service?

2. Product development?

3. Marketing and Brand development?

4. Busi...
Lane Becker
Email me at lane@getsatisfaction.com
AIM me at monstro9
Follow me on Twitter @monstro
Or on Facebook at /laneb...
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
The New Customer Experience Landscape, CANUX 09
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The New Customer Experience Landscape, CANUX 09

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Given at the Banff Center for the Arts, 11/13/09.

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The New Customer Experience Landscape, CANUX 09

  1. 1.         http://www.flickr.com/photos/kendrick/
  2. 2. “blog”
  3. 3. 28,000 companies
  4. 4. Where Social Systems meets Customer Service Product Ideation Immersive Testing Launch Customer Service New Products, Buyers, Features, Buzz, Promotion, Problems, Questions, New Uses Pricing, Service Marketing Ideas
  5. 5. Where Social Systems meets Customer Service Customer Service Product Ideation Immersive Testing Launch Problems, Questions, New Products, Buyers, Features, Buzz, Promotion, Ideas New Uses Pricing, Service Marketing Social Effects
  6. 6.         http://www.flickr.com/photos/kendrick/
  7. 7. http://www.flickr.com/photos/claudio_ar/         ʼ’
  8. 8.        
  9. 9.      
  10. 10.    
  11. 11.          
  12. 12. Losing Control: 8 Steps to Success in a post 2.0 World
  13. 13.                          
  14. 14.      
  15. 15.        
  16. 16.      
  17. 17.        
  18. 18.            
  19. 19. http://www.flickr.com/photos/takomabibelot/    
  20. 20.  
  21. 21. http://www.flickr.com/photos/claudio_ar/  
  22. 22.   http://www.flickr.com/photos/libraryman/
  23. 23.             http://www.flickr.com/photos/kendrick/
  24. 24.   1. Organizations understand their customers are out there now. 2. Every part of the organizational value chain is now aware of the customer, and the impact that can have on their piece of the business. 3. Most organizations have no idea what to do about that.
  25. 25. http://www.flickr.com/photos/bachmont/  
  26. 26. ʼ’ http://www.flickr.com/photos/generated/
  27. 27.    
  28. 28.      
  29. 29.          
  30. 30.                                                                    
  31. 31. http://www.flickr.com/photos/oskay/      
  32. 32.  
  33. 33.          
  34. 34.       http://www.slideshare.net/leisa/
  35. 35.    
  36. 36.    
  37. 37.  
  38. 38.                                                     ʼ’                                                            
  39. 39.    
  40. 40. ʼ’                
  41. 41.  
  42. 42.  
  43. 43.    
  44. 44.                                                      
  45. 45.             ʼ’              
  46. 46.                 ʼ’          
  47. 47.           1. Customer service? 2. Product development? 3. Marketing and Brand development? 4. Business development? 5. Advertising?
  48. 48. In Summary
  49. 49. http://www.flickr.com/photos/claudio_ar/
  50. 50. http://www.flickr.com/photos/libraryman/
  51. 51.   1. Organizations understand their customers are out there now. 2. Every part of the organizational value chain is now aware of the customer, and the impact that can have on their piece of the business. 3. Most organizations have no idea what to do about that.
  52. 52. http://www.flickr.com/photos/kendrick/
  53. 53.           1. Customer service? 2. Product development? 3. Marketing and Brand development? 4. Business development? 5. Advertising?
  54. 54. Lane Becker Email me at lane@getsatisfaction.com AIM me at monstro9 Follow me on Twitter @monstro Or on Facebook at /laneb Or even give me a call at 1-415-867-1708 http://www.flickr.com/photos/blackbeltjones/
  • pmiani

    Feb. 20, 2010
  • ibox2000

    Nov. 28, 2009

Given at the Banff Center for the Arts, 11/13/09.

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