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You Can Be A Fly On The Wall |
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Think social networking is just for kids? Think again. Ford Motor Company launched Syncmyride.com, an online community, to help customers understand their new in-car Bluetooth product. The interaction between customers helped to shorten product learning curves and reduce the number of service calls. Customers provided Ford with valuable feedback about product problems and made recommendations for future enhancements. Ford earned rave reviews for listening and responding to customer concerns, improving its reputation at a time when the media is blasting US auto makers for a lack of innovation.
Read Groundswell by Charlene Li and Josh Bernoff to plan your social media strategy and be the smartest fly around by listening to your most valuable resource - your customers. "Syndicated research is a valuable tool for mapping trends, but it can't tell you what people are thinking."
Groundswell
Charlene Li
Josh Bernoff
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