Shel Holtz recently had some This triggered the thought: instead of this being a process where a customer puts a note in a bottle and throws it into the blogosphere, what if this were a pre-meditated process? Here's how it would work:
- When an organization puts out a product, the organization defines and publishes a particular tag that they will listen for in the blogosphere when there are customer questions (for example, "office2007question" would have been a good tag the MS could promote with its Office 2007 product)
- If a customer has a question with a product, he posts the issue (just like Shel has done) with the tag(s) of the associated product(s)
- The vendor organization, which is theoretically listening for posts tagged with its "support tags" takes notice, and addresses the issue on the customer's turf. I believe we've just (re-)entered the era of the customer support "house call." Further reading: Comments Tag: Add to Del.icio.us | Digg | Yahoo! My Web | Furl
Social Customer Manifesto weblog, and has been occasionally told that he drives and snowboards just a little too quickly.
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