1. @brightidea (CEO Matthew Greeley) Tweets about collaborative web browsing application Browsepal.com
2. In a Jive UI/UX Summit talk, @kirsteng speaks about enterprise collaboration and wishes that she could interact with others while browsing maps to determine best routes, etc.
3. I Tweet, maybe that could be done with BrowsePal? (i spell “use” wrong. sorry.)
4. One week later Browsepal implements shared map browsing, joins Twitter and tweets to me that it can be done now.
HOT!
5. I love that they have done this, so I tell Kirsten and I also spread the word using my Twitter account.
Are YOU effectively capturing and implementing your audience’s best ideas? Are you reaching fans who will to brag about your capabilities? Are you making it easy for them to do so?
{ 4 comments… read them below or add one }
Listening is so important. I was tweeting the other day about owater; they produce a coconut infused flavored water that is awesome. MY biggest problem: I can’t find it as easy now that I’m in DC.
I was contacted by someone at owater and was provided a list of stores and some free product! Not only am I extremely happy, but it proved to me how important it is to listen effectively and connect with a customer.
I think this is a great way for companies to feel the pulse of a product, and get some immediate unobtrusive feedback. Wanna know what people like, don’t like, want? Listen to them tweet about it. And then make it happen.
Great job Laura.
I *totally* agree with your conclusion about harnessing your customers’ best ideas. Unfortunately this case study doesn’t demonstrate that. It demonstrates harnessing a random idea. To harness the best ideas, you have to first cultivate your community. It’s not “go on Twitter and see what people are saying.” It’s establish multiple forms of communications, build your audience in those various forums, gather information, refine, seek feedback, validation, test…and then implement features. It doesn’t have to take years — it shouldn’t take years — but it’s not “see a Tweet, create a feature.”
Great case study. I Summize Intelecare every other day or so, but there has only been one mention that did not originate from me. While only two of us in the company are on Twitter, we have never officially announced that either of us is the official spokesperson. However, it is in my profile and I do tweet about the company when there is something of interest.
I only have 139 followers, so my reach is not that large. Is there something I should do to make myself more available if someone needs help or has a question? I was thinking of adding myself to the SocialBrand Index – but have some hesitation.
Thanks for the input!