Did I mention that I will be speaking about Social Support Communities at Parafest ’10? I am spending time chatting with some of the larger Enterprise companies in the world to bring you more information on that front and I know you will find the session valuable. However, I want to go beyond the Enterprise perspective and better understand what real consumers expect, want to help?
Of course you do. 
I have put together a very simple survey that I would love your feedback on. It should take you less than a couple of minutes to answer the survey, just remember to answer the survey from the perspective as you, the consumer. I will leave this survey open until the end of March (or until I need to give Parature my final presentation).
Please take the survey by navigating here.
Thanks everyone, hope to see you in Las Vegas.
John
March 2, 2010 at 8:29 pm
Hey John,
What would be interesting to understand (well at least to me) is, of initial service contacts made via social web, how many were solved through this channel vs. take off line to another more traditional channel. This was my experience with LinkedIn. That was a very positive experience for me. I tried to resolve my issue via their on-line help on the website. That failed. I tweeted for help. They responded immediately and solved my issue off line. A positive experience.
March 2, 2010 at 7:02 pm
Done. Have fun at Parafest ’10! Know you’ll do well.
February 24, 2010 at 7:25 pm
Rather superb entry, definitely useful stuff. Never ever considered I’d find the facts I need right here. I have been looking everywhere in the internet for some time now and had been starting to get discouraged. Fortunately, I happened across your blog and received precisely what I was searching for.
February 2, 2010 at 2:50 pm
[...] This post was mentioned on Twitter by John Moore, John Moore, Tweet CRM, Jungchan Hsieh, Parature and others. Parature said: Survey: Consumers, what are your support preferences? by @JohnFMoore http://bit.ly/djaHWr #customerservice #cem #ssc #e20 #cmo [...]
February 2, 2010 at 10:50 am
[...] device instead of an envelope to … 2 Likes Jobs – TAOnline 2 Likes Consumers, what are your support preferences? « Random Thoughts of a Boston-Based CTO: John M… 2 Likes Lithium Launch Europe – Lithium 2 Likes Corner Office – [...]
February 1, 2010 at 9:15 am
Social comments and analytics for this post…
This post was mentioned on Twitter by JohnFMoore: My latest, Consumers, what are your support preferences?: http://bit.ly/cQPIBF #customerservice…
February 1, 2010 at 1:41 am
When I first read the post, my initial thought was: “What a great idea, enable customers to define their preferences for support”. You might have inspired an evolved business model John. Customize your support. Thinking completely about the right things! Thx. K>
February 1, 2010 at 1:48 am
Thank you Kim. Would love to see more companies bringing that kind of thinking to market. We must understand what our customers need, what they want, then deliver.
John
January 31, 2010 at 10:59 pm
Ok done. But mine doesn’t count because I’m just a major pain in the a$$ when it comes to customer service!
January 31, 2010 at 11:11 pm
Thanks Jerome, even major pains should have a voice.
John