Crowdsourcing Customer Service: How May We Help We?
About this ebook
This Element is an excerpt from We Are Smarter Than Me: How to Unleash the Power of Crowds in Your Business (9780132244794) by Barry Libert and Jon Spector. Available in print and digital formats.
How your customers can help you deliver higher-quality, lower-cost customer service!
Every day, hundreds of online Cookshack customers sign onto its forums to ask and answer questions about its barbecue sauce, ovens, and cooking techniques. Companies like Cookshack save money by freeing customer-service personnel for other work, while also building a cohesive, loyal community of repeat customers who can be tapped for other purposes–say, to test new products.
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About the author
Barry Libert is chairman of Mzinga, a leading enterprise social technology and services provider. The company manages over 14,000 online communities, which draws more than 60 million total online visitors every month. Libert is a recognized authority on entrepreneurial leadership strategies and a pioneer in the business use of social technologies. A one-time McKinsey & Company consultant, he has coauthored highly-regarded books, including Cracking the Value Code and Value RX. Jon Spector is President and CEO of The Conference Board, the world's preeminent business membership and research organization. He previously served as Vice Dean and Director of Wharton's Aresty Institute of Executive Education; as CEO of several venture-backed startup companies; and as Principal in 1986 and Director in 1002 at McKinsey & Company.