How to build customer feedback loops for exceptional service and high-value innovation

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Companies are continually asking for our feedback. But do they actually use that feedback, and if so how? Unless we know, the company’s response comes back to its customers, there is zero motivation to provide meaningful input. But if that feedback loop is well-designed it will build far more loyal and engaged customers.

I wrote about how to build customer feedback loops in my book Living Networks, shown below. The advice is still just as relevant today, not least as still so few companies are doing this well.

Building customer feedback loops

Consumer expectations have soared over the last years. In a world of digital connections, customers take for granted virtually immediate responses to their problems and desires. For the last few years companies have been working hard to improve their service response, by creating new service delivery channels, building sophisticated automated response systems, and enhancing call center processes. The intent is to respond to customers’ issues quickly and efficiently.
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The potential of open source 3D printed housing and community

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This morning I was interviewed on the Mornings program about open source 3D printed houses.

You can view a video of the segment by clicking on the image below.
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We primarily discussed the fantastic Wikihouse project, which provides Creative Commons plans for parts which can be 3D printed or machine cut and readily assembled to build inexpensive homes.
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Keynote slides: Creating the Future of News

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Tomorrow I am giving the opening keynote at International News Media Association (INMA) World Congress in New York.

Over 400 senior news executives from 45 countries are gathering to gain insights into the leading edge and path forward for news organizations globally.

My keynote provides a highly positive perspective on the extraordinary opportunities for the news industry. I am currently refocusing on the future of news and media, and will be sharing a lot more on this topic during this year.

For now, here are the slides to my keynote. As always, note that my slides are designed to accompany my keynote and not to stand alone, and also contain many videos that do not show in the slides below. However they may still be of interest to people who are not attending my keynote.

Envisioning the future of government as solution enabler

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When you look at the future, there are few more important topics than the future of government.

Government was designed to be institutional, providing stability to nations. Yet that design and structure means that governmental institutions are generally very poorly prepared to change as required in the face of extraordinary shifts in society and business.

I have been drawn more into the future of government over the last few years, among other activities creating and sharing my Transformation of Government framework with a variety of groups of senior policymakers.

William Eggers and his team at Deloitte have distilled some excellent analysis and insights into the future of government at their Government 2020 site, which includes an overview of drivers and trends shaping government, and views on the implications across domains of government.

The following slides and video provide nice high-level overviews of the work.

The other resources on the website are well worth a look, including the Drivers and Trends sections.


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Slides: Future of Business: Crowds and Sharing Economy

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I am at Innovation Partnership Program, a three-day executive education program in Silicon Valley for senior executives from Fortune 100 companies, done as a joint venture between Singularity University and XPrize.

It is an exceptional program providing a deep dive into the exponential technologies driving change, including AI, robotics, crowds, 3D manufacturing, medicine, genetics, computing, digital finance and the strategic implications for enterprise.

I presented the session on crowds on the first day, providing a big picture overview of crowds, crowdsourcing and the sharing economy.

My slides are below. As always, they are not intended to be meaningful for those who did not attend the presentation, but may still be useful to others.

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The politics of crowdsourcing in government

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Last week the New South Wales government announced that it will use crowdsourcing to seek solutions, first to traffic problems and then more broadly to government policy challenges.

Channel 7 News did a piece on the story, including an excerpt with an interview with me about the initiative. You can watch the clip by clicking on the image below.

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Concept video: The Future of Work

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A while ago at Future Exploration Network we created the Future of Work Framework to provide a high-level overview of how the world of work is shifting.

Over the past year I have used the framework extensively as a starting point for executive briefings and strategy workshops on the strategic implications of the rapidly changing world of work.

However the static visual can be hard to interpret on its own, so we have now created a short video that delves into and narrates the framework.


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Agencies must adapt to a marketing world based on open systems

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John Winsor, CEO of crowdsourcing-based advertising agency Victors & Spoils and Chief Innovation Officer at global marketing conglomerate Havas, has long been an innovator and provocateur in agency world.

He gave the keynote at the Future of Crowdsourcing Summit I ran in San Francisco and Sydney in 2010, and his agency was featured as a case study of crowd business models in my book Getting Results From Crowds.

John has just published an excellent article on HBR Blogs titled The Future of Marketing, as Seen at Cannes Lions.
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Will the Respect Network enable us to take back control of our data and our lives?

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Yesterday I attended the Sydney launch event of the Respect Network, an initiative designed to allow individuals to own and take control of their data.

They played this video, narrated by John Hurt, who starred in the film 1984. Apparently American audiences have thought this clip to be highly controversial, however it seems to provide a reasonable view of how things are.

Take Back Control from Respect Network on Vimeo.

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Civic crowdfunding and the future of government and taxation

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Crowdfunding is central to my interests in understanding the future. My background in capital markets and long-standing perspective of the living networks has made it a natural space for me, in looking at new ways our collective financial resources can yield the greatest economic and social benefit.

I was recently named one of the top 30 influential thought leaders in crowdfunding in the world (of which there are only 2 outside the US). I think it’s fair to say that’s an exaggeration of my prominence, however as I am increasingly focusing on the future of crowdfunding I hope the insights and perspectives I am currently developing will have a significant reach.

One of the most obvious ways in which crowdfunding can have a far broader impact than it does today is in playing a role alongside government, by allocating funds to benefit citizens. The “civic crowdfunding” space, focused on funding local community projects such parks, community centers, festivals, and education, has thrived, with platforms such as Spacehive and Neighborly doing well, and strong enthusiasm from cities such as Bristol.
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