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Companies are seen as the problem not the solution
Despite the often trotted out corporate rhetoric about “putting the customer at the centre of everything we do”, for many people, the relationships with their chosen brands has come to represent an “arms length” association. Companies are often seen as the problem rather than the solution. They are seen as a barrier to delivering what customers actually want.
The development of social media has provided a new platform for the crowd to be heard and it is challenging traditional business models. People are sharing opinions, criticising, helping each other and collaborating on solutions independently – whether companies like it or not. We’ve all heard of Twitter, Facebook, Delicious, Flickr, Foursquare and maybe Digg and StumbleUpon. But what about:
The power of the crowd is already being utilised by many businesses. For some, the service delivery shift is well underway and is redefining existing customer service models. Effectively, some companies are outsourcing their first line support and service function to the crowd or are using them to focus product development initiatives. Even more radical is the crowdsourcing of sales, marketing and service. Here’s ten real world examples of how crowdsourcing is being used:
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