Cluetrains, Conversations, Trust and Openness
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The document discusses the importance of conversations in markets, emphasizing that customers are already discussing brands and services, highlighting the need for businesses to engage openly and humanely with them. It stresses the significance of building trust and transparency, suggesting that companies should hold themselves accountable for their customer service. Lastly, it notes that innovation requires embracing new approaches and being part of the ongoing dialogue about customer experiences.
Cluetrains, Conversations, Trust and Openness
- 1. Cluetrains, Conversations, Trust and Openness Stephen Collins, acidlabs Technology to Drive Growth, 18 February 2010
- 2. This is not the social media talk
- 4. 2008, Neutron and Stanford University 3. Innovating and the increasing speed of change.
- 5. Cluetrains
- 6. 95 theses
- 7. 95 theses
- 8. 95 theses
- 9. We’re going to talk about just 1
- 11. Conversations
- 12. This is NOT your market
- 13. This is your market
- 14. So treat them like humans
- 15. They’re already talking about you
- 16. And it’s not just me “Customer service fail... I’ve also come back to the office moaning about the optometrist to anyone who’ll listen (not necessarily because they want to) and my 2,500 Twitter followers. And if they continue to not give me my prescription, I will name and shame them. Watch this space.” http://www.dynamicbusiness.com/articles/articles-blogs/its-time-for-a-whinge.html
- 17. Listen in
- 18. Reach out
- 19. Be human
- 28. Trust
- 29. Do you completely trust your people?
- 30. http://edgenation.com/?p=237 “Roger had followed up for me with other iiNet staff and had answers on both the whereabouts of my hardware and the status of my account.” Not his job! What happens when you trust
- 31. Do you trust your customers?
- 32. Openness
- 33. What are you hiding?
- 35. http://techcrunch.com/2010/02/14/expedia-sucks/ “I say we have to hold these companies accountable for their crap customer service. It shouldn’t matter if they’re talking to a writer for one of the biggest blogs in the world or anyone else. Expedia routinely fails in customer service, but they get away with it because most of the time people don’t have this type of platform to expose these stories.” It’s still not just me
- 36. Be a part of the conversation rather than the subject
- 37. Free your people
- 38. C + T + O = :D Conversation Trust Openness Delight
- 39. “He that will not apply new remedies must expect new evils; for time is the greatest innovator.” Francis Bacon, 1625 Imagine http://www.flickr.com/photos/midnight_trucker/376653652/
- 40. Thank you
- 41. Like the cool pictures? iStockphoto.com and Flickr And the awesome video? Acton to Hammersmith fast http://www.youtube.com/watch?v=REXn0RZ4XAY
- 42. License Share/Remix/Spread... don’t forget to attribute http://www.slideshare.net/trib
- 43. Contact me Stephen “trib” Collins trib@acidlabs.org @trib +61 410 680722 Canberra, Australia www.acidlabs.org