Collaboratively Building the Customer Experience Web: The Example of Wikipedia

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Since the invention of the Internet, search engines have evolved to be not more than global web address books. In essence, Google Search is a high quality, fast, and digital "Yellow Pages" directory of web addresses. Search engines including those of Google, Yahoo, and Microsoft hardly help people to make better and faster decisions especially when buying items or faced with alternatives. The Customer Experience Web (CEW) could change all that. The CEW is conceived to be an online repository of customer experiences on everything: products, services, businesses, places, people, and tools. The ultimate goal is that every object in the world will have customer experience maps in the CEW. These customer experience maps will be co-created by people in all parts of the world and in their own time and for their own items of passion. This presentation shows a sample of co-created customer experience maps for the item of "Wikipedia." The presented maps summarize the results of a recent Wisdomsourcing Survey in a community of over 200 professionals from 33 countries all over the world. In other words, the customer experience maps were co-created or 'crowdsourced' by the Wisdomsourcing community. This Wisdomsourcing Project marks the start of the Customer Experience Web. Welcome to the age of the "decision-making engine."


<ul><li>1.W I S D O M S O U R C I N G<br />A Global CUSTOMER EXPERIENCE DIRECTORY<br />Customer Experience Maps for WIKIPEDIADr. Rod King&amp;Online Wisdomsourcing Community(In LinkedIn and Ning Networks)<br /></li></ul> <p>2. Overview of WisdomsourcingA Systematic Collaboration Project on the Internet<br />WISDOMSOURCING<br /></p> <ul><li>A global Think Tank for systematically and collaboratively harnessing ideas for answer-ing challenging questions in business &amp; life </li></ul> <p>3. A systematic and collaborative Goal Achievement Methodology for Everything (G.A.M.E.): co-achieving challenging goals for products; services; businesses;places 4. A tool for systematically and collaboratively creating the Customer Experience WebLocations: Membership is FREE!<br /></p> <ul><li> </li></ul> <p>5. LinkedIn Group: WisdomsourcingContact<br /></p> <ul><li> </li></ul> <p>6. GOALS<br /></p> <ul><li>To illustrate use of the Wisdomsourcing methodology in systematically and collaboratively improving thecustomer experience of products and services </li></ul> <p>7. To apply the Wisdomsourcing methodology inco-creating a Customer Experience Directory (Web). Project No. 1 focuses on creating a directory of Customer Experience Maps for selected crowdsourcing websites<br />START DATE OF PROJECT NO. 1<br /></p> <ul><li>November 2009</li></ul> <p>PROJECT INITIATOR/COORDINATOR<br /></p> <ul><li>Dr. Rod King, developer of the Wisdomsourcing methodology and templates</li></ul> <p>CO-CREATORS ON THE INTERNET<br /></p> <ul><li>Over 200 Professionals from 33 Countries </li></ul> <p> (all over the World)<br />8. The Evolution of WISDOMSOURCING<br />1.<br />BRAINSTORMING<br /></p> <ul><li> Alex Osborne (1953) </li></ul> <p>9. Rules for Brainstorming No criticism during idea generation 10. Blue Sky Thinking and Ideas 11. Myriad Generated Ideas 12. Offline 13. 1 Physical Location 14. Formal Group 15. Organic Process 16. Online Collaboration 17. Collaborative Idea Generation 18. 1D-Evaluation; Voting 19. Rod King (2009) 20. Systematic Collaboration 21. Customer Experience Pain 22. Trade-off Problems &amp; Strategies 23. Roadmap for Wisdomsourcing 24. Customer Experience Map 25. 2D-Evaluation: Trade-off Map 26. Strategy Profile; Plan; Dashboard 27. Customer Experience Directory (Web) 28. Think Tank; Movement; Experience 29. Jeff Howe (2006) 30. Crowdsourced Goods and Information Products 31. Off-site Tools for Strategic Analysis and ProblemSolving<br /></p> <ul><li> Ad hoc Group </li></ul> <p>32. Unlimited Number of Volunteers 33. Peer Production; Documentation 34. Open Innovation and Value Chain 35. Prosumers: Consumers who participate like employees/producer in a business 36. Competitions; Contests; Prizes 37. Recognition; ReputationWISDOMSOURCING<br />3.<br />CROWDSOURCING<br />2.<br />38. A Vision of Wisdomsourcing<br />GREATER Customer Happiness, Delight; Customer Acquisition, Loyalty, and GROWTH<br />VISION <br />A GLOBAL THINK TANK For<br />Collaboratively Identifying And Resolving Customer Experience Pain Everywhere<br />GOALS &amp; STRATEGIES<br /></p> <ul><li>To virally grow the movement, experience, and methodology of WISDOMSOURCING </li></ul> <p>39. To collaboratively and systematically develop Disruptive Innovation/Blue Ocean and other strategies for improving CUSTOMER EXPERIENCES 40. To collaboratively develop a Global Customer Experience Directory (Web)MISSION<br /></p> <ul><li>Harnessing the Worlds Collective Geniusand Delighting More People in the Customer Experience Web </li></ul> <p>41. Radically reducing the failure rate of businesses especially startups 42. Democratizing business planning, strategic planning, innovation, and competitive intelligenceRESOURCES<br /></p> <ul><li> World of Wisdomsourcing(WoW) </li></ul> <p>43. Roadmap for Wisdomsourcing Strategy Projects 44. Global Community Resources and Value NetworkCORE VALUES<br />Delightful Experiences<br />Collaboration<br />Open Innovation<br />45. What Will Be The Next Hit in The Evolution of BUSINESS DIRECTORIES?<br />LOCAL<br />Business Directory<br />REGIONAL<br />Business Directory<br />ONLINE<br />Business Directory<br />ONLINE<br />Customer Experience Directory (Web)<br />Centralized Input<br />(Business addresses)<br />Decentralized Input<br />(Customer Experiences)<br />46. Users &amp; Benefits of a Global Customer Experience Directory <br />COMPETITORS/ENTREPRENEURS/<br />STARTUPS/INNOVATORS/DESIGNERS<br /></p> <ul><li>Real-time customer intelligence and feedbackon competitors as well as best practices </li></ul> <p>47. Monitoring and management of the customer experience of products and services 48. Faster competitive analysisBUSINESS PLANNERS/STRATEGISTS/<br />ANALYSTS/QUALITY MANAGERS<br /></p> <ul><li>Faster preparation of businessand strategic plans as well as SWOT analysis </li></ul> <p>49. Listening to the Voice of the Customer 50. Seeing the business through the Eyes of the Customer:Observers; <br />Early adopters; Regular<br />users; Upgraders; Retirees<br />USERS &amp; BENEFITS OF <br />A GLOBAL<br />CUSTOMER EXPERIENCE DIRECTORY<br />MARKETERS/<br />RESEARCHERS<br /></p> <ul><li>Savings in cost and time when compared to doing traditional market research/surveys </li></ul> <p>51. Easier identification of market trends 52. Faster identification of opportunities especially for disruptive innovationCUSTOMERS/<br />PROSPECTS/INVESTORS<br /></p> <ul><li>Better and faster decisions when buying or investing in a product/business </li></ul> <p>53. Reduction in the failure of products and services as well as businesses and places 54. The almost instant generation of Customer Experience Maps for the toughest challenges in business &amp; life</p>