Social Non-Anonymous Public Feedback (and why it's a big deal!)

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1. Social Non-Anonymous Public Feedback (and why its a big deal!) Farhad Mohit Twiistup08 Feb 10, 2011 Word-of-Mouth is Powerful! 2. 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?
    • 1 stAmendment of the US Constitution
  • What does that guarantee us?
    • Freedom ofReligion(Ideas)
    • Freedom ofSpeech
    • Freedom ofPress
    • Freedom ofAssembly
    • The right toPetitionfor our grievances

2011 3. Mandatory Exponential Graph time 1776 1979 1999 2004 2011 internet users 1.5bn 0 2011 Ideas, Speech Press Assembly Petition 4. 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, its suddenly Power to the People everywhere!
  • Why is this a big deal?

2011 5. Masses + 1 stAmendment Rights = courtesy: associated free press 2011 6. What does it mean for business? You better start listening 2011 7. Case Study: Customer Feedback Single-User Anon Private Feedback 2011 8. A new way: Tweeting complaints and getting results 2011 9. Social Non-Anon Public Feedback We are all powerful online! 2011 10. 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 11. What happens next?

  • Gripe is shared on Facebook and Twitter
  • Gri.pe contacts Business on users behalf
  • Informs them a Public Complaint is spreading
  • Makes it easy to Resolve into Public Praise

2011 12. 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 onResolutions!

2011 13. 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 14. 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 1 stAmendment 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 15. Thank You! http://gri.pe twitter: farhad667