Out at the GROW2010 conference in Vancouver (not to be confused with grow events of the horticulture variety), we got to hear from Lane Becker, Co-founder and VP Strategy of Get Satisfaction talked about “well that didn’t work – startup lessons learned.”
Get Satisfaction is a peer to us – as Lane described they offer “Customer service communities online – getting customers to engage with and support each other.” Chaordix has a different focus on innovation and insight communities. Our members through crowdsourcing are collaborating with each other, but also with the company personally and via our moderation team. We generate innovation and insight for companies, where Get Satisfaction offloads work from companies, reducing customer support costs.
Early on we looked at Get Satisfaction and thought “great idea but that won’t work.” Why? Because it’s not a one way input world anymore and people contributing online expect more sometimes useful help from a non-invested stranger. They want connection, appreciation, and a near real-time response from the company on the feedback shared. Participation is the new brand loyalty.
Ta da! Turns out Get Satisfaction came to same conclusion. Now they bundle in moderation to their service.
There’s a lot we’ll all discover as online communities mature. At Chaordix we’re working hard to create the human and online expeience to trigger product co-creation, technology or research breakthroughs, open up new markets and predict future opportiny for world-leading brands we work with.
What do you think human behaviour tells us so far about how people participate and invent online, and what companies find most valuable about customer and other crowd input?