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Posted by Kim Celestre on October 2, 2012
There is also a blog called "The Amazing iOS 6 Maps" that includes a collection of Maps mishaps sent in by users. It seems that negative product and service experiences often turn into comedy (remember "United Breaks Guitars"?). A funny photo or link shared on Facebook is often how product issues are initially brought to our attention.
I will add Apple's Maps app to my list of examples of a product or service issue going "negatively viral." Kudos to Apple for being honest and admitting that this was a major gaffe on their part. Not sure if that will calm the fanatical Apple user community, but it's a step in the right direction. The iPhone user community will eventually forgive Apple for the mistake, but they will need more than just a letter from the CEO. They need a quick and suitable remedy.
Our road map starts with customer insight (understanding the social profiles of your customers and prospects), which influences the objective you choose (listening, talking, energizing, spreading, supporting, embracing) which should drive your community strategy. We have defined four community strategies based on level of brand presence and influence on the community's structure. Once you have chosen the appropriate strategy, you then define the context of your community, analyze your target community members' online linkages and influencers, determine your identity within the community and then participate in valuable conversations. These elements should influence the knowledge assets (people, technology and/or content) you create to exchange with your community members:
Stay tuned for a new B2B Online Playbook report that will explain each of these essential steps for community success.
Are you currently involved in an online community project at your company? If so, tell us what you are doing!
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