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

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

Thank You!

http://gri.pe twitter: farhad667