Revealing Latent Potential: Incentivise Data Disclosure (Or, Let People Tell You Stuff So You Can Co-Create )

I’ve been following property sites for a while because I think they lead the way in business model development. The amounts of money to be made from Hot Leads, is akin to Hot Search results, or the database of intentions. But what if people don’t declare their intention? Usually, your surmise their intention from context, and their history of interaction with you, and with others. Another way to surface intention is to pay: Techcrunch reports that a clever new company called Notchup will enable you to let companies bid for your time to interview. So, you are a competent, succeeding manager in financial services, happy with your employment and internal prospects? Surely you would be tempted to interview if someone was willing to pay you $500 for an hour of your time?

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No, You actually do have to care about customer service transparency….

Damien Mulley, a popular Irish blogger, had a bad customer service experience. It’s the usual thing, somebody didn’t treat his concerns with respect, and now he is angry, and evangelical. He blogged the entirety of his experience, the outcomes, and how he felt about the whole thing. Then he set up his own moaning site for customer service failures www.iwillnothold.com

For any (remaining)company out there that does not get this, this is not just some “crazy guy” setting up a website. He has readers, collaborators, family, friends. Now they will share the experience, gripe about their own experiences, and probably cause some significant brand damage. Now imagine that Damien was on line right now with a customer service team and “broadcasting the experience” to his network, LIVE! It is not farfetched. Customer service is not a set of metrics, it is an experience at each individuals level. When Paul Greenberg gets bad service, he posts up the entire interaction process online. Tom Raftery does this to a gut wrenching extent, but has become a reliable recorder of experience as a result.

When performing an online check of companies and their reputation for service, all your Adwords will not negate the effect of a well written, and highly evidenced customer experience.

Just to prove it, I googled the search term customer review sites and restricted the results to Ireland. The Result

Damien Mulley » Blog Archive » An Irish Customer Care Portal?

Wow Its like a circular argument, isn’t it?

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