Jason Hiner of ZDNet posts that, Generator Research, a small firm focused on digital media and the Internet, has released a new report predicting that the Apple iPhone’s current growth trajectory will enable it to catch and surpass Nokia for the top spot in the global smartphone market within three years. The report sees iPhone growth accelerating due to a combination of the rapid multiplication of apps and the price drop of $99 for the lowest-priced iPhone. Meanwhile, Generator Research also predicts that Nokia will stumble and see its market share cut in half from 40% in 2008 to just 20% in 2013.For more information about this market research, please visit Hiner’s post here:Generator Research predicts iPhone will overtake Nokia in 2012
This morning, I came across this story about a great customer service experience with Dice Electronics. Dan Kusnetzky, blogger at ZDNet, was having problems with his GPS/XM Satellite radio output device. He called customer service, and they instantly replaced the device with no troubles at all. Now, not only do they have a happy customer, but thanks to social media, thousands of other potential customers have now heard how about their excellent customer service.
This post from ZDNet raises the interesting question regarding the boundaries of community 2.0. Recently Intel and Asus requested user feedback for a dream PC. The concept was that users come together, talk about what they want, vote about it, then Asus will build it. No one would argue that this is a community effort, and that it is an online forum, but would it really be considered community 2.0? So the author of the ZDNet post, Joe Brockmeier asked the question
“What do you think? Community, or focus group 2.0?”
Do you have an answer to his question? What are your thoughts?
This article from ZDNet is an analysis of Dion Hinchcliffe’s point of view on regarding the ‘Ten leading platforms for creating online communities’. As he mentions, online communities no longer are thought of as simple tools for fun, they are now being viewed more as opportunities, and ways of ‘getting things done’. Without much further ado here are the top ten platforms that Hinchcliffe recommends:
5. Share-Point Community Portal
8. Community Server
10. ClearSpace Community
Let me know if there are any others that you feel have been left off the list!
Web 2.0 is one of the latest trends in business and is changing the way companies, and consumers are interacting with one another. Rules that many thought set in stone have become unraveled and it is important for organizations to keep up with the changing times. It is especially important for organizations to understand the nature of online customer communities and how it affects the company and client relationship. This blog post from ZDNet highlights some of the best practices for online customer communities.
- Put the needs of the community first
- Community is mostly not a technology problem
- Active community management
- Measuring success with community requires new yardsticks
- Consumer social networks, grassroots customer communities, and business-initiated customer communities are closely related yet very different creatures
- Customer communities do work as a marketing channel, just not in the traditional way
- The more that business is integrated, the better the community will work
- Growth will come, but not until a community finds its identity
- Mutual ownership and control of communities enables trust and involvement
- Most communities are highly social entities, and the rules of social engagement apply
- Going to the community, instead of making it come to you, is a risky but increasingly viable strategy
- Connect the community with other CRM-related aspects of the organization
Are there any other points that you would highlight? Has your organization been implementing these tips?