Given at the Banff Center for the Arts, 11/13/09.

1.
http://www.flickr.com/photos/kendrick/

4. “blog”

10. 28,000
companies

12. Where Social Systems
meets Customer Service
Product Ideation Immersive Testing Launch Customer Service
New Products, Buyers, Features, Buzz, Promotion, Problems, Questions,
New Uses Pricing, Service Marketing Ideas

13. Where Social Systems
meets Customer Service
Customer Service Product Ideation Immersive Testing Launch
Problems, Questions, New Products, Buyers, Features, Buzz, Promotion,
Ideas New Uses Pricing, Service Marketing
Social Effects

14.
http://www.flickr.com/photos/kendrick/

15. http://www.flickr.com/photos/claudio_ar/
ʼ’

20. Losing Control:
8 Steps to Success in a post 2.0 World

27. http://www.flickr.com/photos/takomabibelot/

29. http://www.flickr.com/photos/claudio_ar/

30.
http://www.flickr.com/photos/libraryman/

31.
http://www.flickr.com/photos/kendrick/

32.
1. Organizations understand their
customers are out there now.
2. Every part of the organizational value
chain is now aware of the customer,
and the impact that can have on their
piece of the business.
3. Most organizations have no idea what
to do about that.

33. http://www.flickr.com/photos/bachmont/

35. ʼ’
http://www.flickr.com/photos/generated/

40. http://www.flickr.com/photos/oskay/

44.
http://www.slideshare.net/leisa/

56.
ʼ’

59. ʼ’

65.
ʼ’

66.
ʼ’

67.
1. Customer service?
2. Product development?
3. Marketing and Brand development?
4. Business development?
5. Advertising?

68. In Summary

71. http://www.flickr.com/photos/claudio_ar/

72. http://www.flickr.com/photos/libraryman/

73.
1. Organizations understand their
customers are out there now.
2. Every part of the organizational value
chain is now aware of the customer,
and the impact that can have on their
piece of the business.
3. Most organizations have no idea what
to do about that.

74. http://www.flickr.com/photos/kendrick/

75.
1. Customer service?
2. Product development?
3. Marketing and Brand development?
4. Business development?
5. Advertising?

76. Lane Becker
Email me at lane@getsatisfaction.com
AIM me at monstro9
Follow me on Twitter @monstro
Or on Facebook at /laneb
Or even give me a call at 1-415-867-1708
http://www.flickr.com/photos/blackbeltjones/