Reading Reflection #2 Win-win Solution

Since groundswell has been mentioned in previous blog, we know that groundswell is a need, which generates a strong power gathering people together. Now we will talk about how to turn groundswell to our advantages by tapping the groundswell for companies.

First of all, I have to thanks to the new technologies that enable the happening of groundswell. In addition, because of this, companies could break a new path, which involves more interactions with their customers. This means that not only do companies output their information and products to reach target audience, but also feedback can be inputed. Also, customers even can engage to product co-development.Actually, there have been a lot of social media providing various ways for companies to listen to the groundswell, to talk with the groundswell, and energizing the groundswell. Even better, we could combine these three ways to help the groundswell support itself.

Fortunately, customers are willing to share their knowledge and help each other in order to fulfill their psychic income. They make companies' community become real and useful. For companies, customers' self-interactions are very valuable since this action not only can save a lot of money on customer service, but also customers would somehow talking about the companies and products, which would potentially and directly help companies to refine their products. It's always crucial to know how and from where to satisfy customers. Taking customers advice and feedback will make customers feel their voices are concerned. That's how they feel that they are supported. Actually, no matter what products are selling in a company, the most important thing is always finding out how to make customers satisfied.

Here are some examples which enable companies to interact with their customers and know their customers' needs:

Forums

“Any company whose product raises a lot of questions should consider forums.” Quoted from Groundswell by Charlene Li and Josh Bernoff.

 Forums are not only for saving money, but also for helping media companies. It is a way to gather customers together, and help companies build their own groundswell.

One of the good example of Forums is Apple communities. People share experience with Apple, explain how to find fit products, illustrate how to make most use of certain products, and express how they love Apple.

Wiki

Wiki can help companies integrate data by their customers. 

Questions and Answers

All the topics would be just about products. For customers, answering questions also fulfill their personal values which would enhance development of customer community. Win-Win would be the only result.

Support your customers like how they support your products, and they will support your company like how you support them. Companies should help their customers build communities, and support their customers to tap their own groundswell.