Customer Communities and Networks: Supporting selection and use of products (of five – learn more here)
They have your product. They love it. They hate it. They need help. Where do they go? To your website for support from you? Or do you crowdsource the help and set up a customer community? When is this generative and useful? When might it be considered exploitative — or simply “cheap” on your part?
Find some examples of support communities – good and bad. What makes them “tick?” How would you design one? More importantly, how would you facilitate and moderate it?
What online architecture, tools and processes successfully help customers productively use the products the designers created for them? What differentiates these from other types of open innovation online groups and environments?