I have been invited to the blog advisory panel of http://thesocialcustomer.com which is a site devoted to the discussion of social customer issues in the B2B space. Considering my background, my topics will all focus on community, social customer engagement etc.
Here's my first blog around using communities in a broader context than just support.
Something that has become abundantly clear to me in the 15 years I have been working with customers online, is that even though you design and build cutting edge products, your customers quite often know more about using them that you. Actually, I think this revelation occurs to individuals way before organizations. It is pretty easy to suffer from organizational myopia thinking that we know everything about the products we produce.
It's a company's job to design and build them yes, but it is a customer's job to use them. This is especially relevant when we start to talk about high-tech products, particularly in the B2B sector but can apply to just about anything, computers, guitars or food mixers. READ THE WHOLE THING...