Social Non-Anonymous
PublicFeedback
(and why it’s a big deal!)
Farhad Mohit
Twiistup08Feb 10, 2011
Word-of-Mouth is Powerful!™
First some Socio-Political context…
What Makes America Great? Freedom! This is our brand identity and what we stand for
Where do we get our freedom? 1st Amendment of the US Constitution
What does that guarantee us? Freedom of Religion (Ideas) Freedom of Speech Freedom of Press Freedom of Assembly The right to Petition for our grievances
© 2011
Mandatory Exponential Graph…
time1776 1979 1999 2004 2011
inte
rnet
users
1.5bn
0
Ideas,Speech
Press
Assembly
Petition
© 2011
What does this mean?
Just a decade for some important freedoms Press (blogging) Assembly (social networks) Petition (non-anonymous feedback services)
But years of “lip service” about Freedom! Our media has been exporting these as rights
Internet enables 1.5 billion people world-wide So, it’s suddenly Power to the People everywhere!
Why is this a big deal?
© 2011
Masses + 1st Amendment Rights =
courtesy: associated free press
© 2011
What does it mean for business?
You better start listening…© 2011
Case Study: Customer Feedback
Single-User Anon Private Feedback© 2011
A new way: Tweeting complaints…
and getting results…© 2011
Social Non-Anon Public Feedback
We are all powerful online!© 2011
How does it work?
Find a Place
Tell us what happened
Add Pictures
What will it take to get this resolved?
Click [Submit]
© 2011
iPhone – Android
http://gri.pe
What happens next?
Gripe is shared on Facebook and Twitter
Gri.pe contacts Business on user’s behalf
Informs them a Public Complaint is spreading
Makes it easy to Resolve into Public Praise
© 2011
Why does it work?
Social You to the power of your Friends and Followers
Non-Anonymous Your name / reputation is on the line
Public Everyone gets to see it and vote on it
Feedback Focused on Problems but also on Resolutions!
© 2011
OK, but is this a Win-Win?
Consumers Easy Effective Free – every phone should have a gri.pe button!
Merchants Turns a cost center (customer service) Into a revenue center (marketing) Each resolution is Free Word-of-Mouth Marketing
Fun Gri.pe Facts Number one ask has been “an apology” 30% of incident reports are straight-out “Cheers”
© 2011
Why is this a big deal?
For Businesses Less Branding + Marketing More Real Customer Service + Word-of-Mouth
For Other Institutions (eg: a Democratic Govt) Gripe or Cheer = Vote Replace incidents with candidates / issues Add in the 1st Amendment freedoms
A lot of fun is about to begin! Still just 5 years into mass power of assembly Just getting to mass right to petition for grievances
© 2011
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