Most people know Intel as a provider of microprocessor for large manufacturers like Apple, Dell and HP. A large portion of their business is driven by the elaborate network of customers - resellers, partners, etc.. from around the globe. To remain innovative Intel must enroll, engage, and entertain the most brilliant minds to continue to push the boundaries of technology. They realized the ability to collect and harness the power of that collective wisdom would be best served by social media.
The Old Way Of Doing Business. In the past they had used traditional focus groups, where engineers, scientists and business people would gather from around the globe and spend a week or so together, creating new possibilities. What they found was that ,in addition to the expense of flying people from all over the globe, while the conversations were great -- they were more difficult to keep ongoing conversations as the same level of creativity and intensity. Once back at home, the everyday work/home life catches up with everyone. And they clearly saw the need and desire of the collective wisdom to be in more continuous conversations.
Intel decided to use social media as a platform to look at key business factors and sustain these conversations on a continuing basis. Intel engaged key customers in open discussion about how to improve their customer experience. First they found a need for customer's to be able to contact Intel quickly and securely to discuss product or process issues or ideas. And second, Intel found that the customers wanted the ability to engage with each other without involvement from Intel. Of course, privacy and security were of the utmost importance!
Intel began by evaluating the customer experiences, its methods of being in communication with its customers and its ability to target and engage customers and maximize effective, relevant, just-in-time communications.
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