Customer input from the social web.

August 18, 2008 at 7:56 am 2 comments

Several months ago, I looked at some corporate initiatives to use social networking tools to interact with customers and learn what they have to say about a company’s products and services. I thought they were a bit pricy for midsize companies and predicted we would see lower cost options in the near future. The future is here.

SuggestionBox.com is currently in beta. It offers a simple, easy to use, online tool that makes it easy for customers to communicate their opinions, wants and needs and empowers companies to take action.

The pricing is right for midsize companies at $50/month or $495/year with a 30 day free trial and money back guarantee. The feature set is pretty basic on the “suggester” side. Anyone can make a suggestion or rate suggestions made by others. The company can respond to suggesters with a thank you or request for clarification. And each suggestion can be marked as implemented, coming soon, under review or filed away.

in a comment to my earlier post, an IdeaStorm manager suggested the power of their solution was on the back end. This may be so, but at $5 per user, this power requires a significantly larger investment.

Vivek Bhaskaran, CEO of Survey Analytics, developers of QuestionPro and IdeaScale commented on one of my earlier posts. He said, “I think the model of charging per user (or per idea) is NOT how we plan on marching down. We’ll have flat fee of anywhere between Free (yes), $15/Month and $199/Month.”

Here are some examples of who/how IdeaScale is being used:

www.askthespeaker.org (Politics)
www.choicehotels.ideascale.com (Large Biz)
www.buglabs.ideascale.com (Small Biz)

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Entry filed under: customer focus, digital strategy, ebusiness, marketing, marketing research, product development, social media. Tags: , , , .

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2 Comments Add your own

  • 1. BJ Cook  |  August 18, 2008 at 1:45 pm

    Hi Ken,

    Thanks for highlighting SuggestionBox. We’re glad that you see the economical investment in our tool and its ability to enable the SMB market to connect wit customers. Like you pointed out, enabling the customer to speak their mind and share their own insights is invaluable at the SMB level, when you don’t have resources for focus groups, deepdive analytics solutions and tons of primary research. Also thanks for the suggestions ;)

    BJ Cook
    CMO, SuggestionBox.com

    Like

    Reply
  • 2. rkenneth  |  August 18, 2008 at 2:12 pm

    BJ,

    My pleasure. Midsize companies need tools that scale well for their budgets, staffing, and mindsets. I think SuggestionBox will serve this niche rather well. The only downside may be that companies might prefer to make their “social networking” private, while you folks seem to creating a community of people who like to make comments about things.

    The CMO of a midsize manufacturer doesn’t need comments from the public at large, she needs comments from her customers, distributors, and a variety of industry players.

    Ken Sethney [marketing coach]

    Like

    Reply

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