Future Shop and iRobot were 2 of the 3 companies specifically recognized for their engagement in social media efforts (the 3rd being Wells Fargo), and their vibrant communites are a testament to their strong commitment to the value of customer relationships. Here's how they are realizing that value:
- iRobot successfully built relationships with superusers on their community, the Robot Lords, and through community feedback they were able to develop a whole new line of products and a new product version specifically for developers.
- Future Shop relies on its community to provide peer support and a "continuous feedback loop to improve the customer experience," according to the 1to1 article. Our recent case study with Future Shop illustrates a whole range of areas that Future Shop's community helps their business, from Customer Support, to Marketing, to Corporate Communications and Recruitment.
It's great to see these champions at iRobot and Future Shop getting some much deserved recognition, and I feel personally very fortunate to count leaders such as these as customers!
Congratulations Maryellen and Robert, and to their entire teams who helped make it happen!
Photo by edwin.11
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