Get Satisfaction: Are You Ready for Customer-Centric Customer Service?

According to their website, Get Satisfaction “provides customer communities for products and organizations.” However, I think they’re selling themselves short. If you are a customer looking for product or service support in the future, Get Satisfaction might be your first stop! With a single sign-on, you have access to support from various brands, like Zappos and Nike. Will Get Satisfaction change the way corporations offer support and build communities? It just might.

What’s great about Get Satisfaction’s approach to providing support to customers around the world is that it’s a customer-centric model. And in the online world — where anything that is good for the consumer is good for the participating brands — I think Get Satisfaction is ready for some big attention.

The old customer service models

There are a lot of problems with the now-archaic but widely adopted online customer service models. FAQs, forums, and complicated “self-help” modules fall far short of actually solving customer issues. In addition, they aren’t flexible enough to handle positive customer interactions. Get Satisfaction goes a long way towards making these old models obsolete.

Get Satisfaction’s latest changes ready for Gestation

Our latest New Media Life Cycle Analysis takes a look at Get Satisfaction’s evolution. If you’re a marketer, a venture capitalist, or a content creator of any sort working on, with, or for a brand you must get familiar with this new support paradigm. This New Media Life Cycle analysis will help prepare you or your client for what’s to come in the online support community.

The Full Report

We distribute our New Media Life Cycle documents on Scribd.com. However, if you’d like to download the PDF version of this issue without joining Scribd.com have at it.

Get Satisfaction: New Media Life Cycle Analysis

About the author

Andrew Davis -

In 2002, Andrew founded Tippingpoint Labs with journalist James Cosco. Since then, he's spent countless hours exploring the online universe and building a methodological approach to developing digital strategies that drive revenue or reduce costs.

Andrew's always asking big questions and analyzing data to understand markets, online forces and even business models. Andrew's research has resulted in the creation of innovative online metrics including Online Brand Value and Category Brand Value, eye-opening graphical representations of website evolution through the New Media Life Cycle and even using online data to predict offline revenue.

When he's not surfing the web, Andrew's traveling the globe speaking to a wide-variety of audiences about everything from social media to the future of print. Andrew is a frequent contributor to the Tippingpoint Labs website and has been creating valuable content since the early 1990s for The Jim Henson Company, CNN, The Today Show and MTV.

He's contributed to a book of short stories, called The Way Things Were and produced and co-wrote Roadside Ambition a documentary film about one small town with two huge balls.

"In a world where content is consumed as rapidly as it's created, companies need to develop a sound strategy to creating valuable online experiences that can, and should, be leveraged enterprise-wide. There is a content solution to every business challenge."