Is fansourcing the future of customer service?

I found this case study of how Needle turns product fans into customer service reps very thought provoking.  The case is similar to growing number of cases from Intuit, GiffGaff, and many others.  Please note particularly:

“Nick Joy, 26, lives in Salt Lake City and spends the winter months skiing. He works for Needle the rest of the time from wherever he is. Last summer, he spent a few months in Madrid, making about $40 a day chatting with Skullcandy customers in the morning and late afternoon.

Folks asked him about what kind of headphones to buy, and how various shirts fit. “I ski with the headphones daily, so I really know them in and out,” he says. “I can relate.”

Doug Fleming, 25, lives in San Diego, and puts in 20 hours weekly, representing Astro Gaming, which makes headphones and clothing. In two months, he has sold $15,000 worth of products. He says he could live on his Needle hours if he stuck to a budget.”

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About ariegoldshlager

Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Consultant
This entry was posted in Crowdsourcing, Customer Co-Creation, Customer Service, Innovation, Uncategorized. Bookmark the permalink.

2 Responses to Is fansourcing the future of customer service?

  1. Pingback: Telstra’s CrowdSupport approach to customer service | Unconventional Wisdom on Customer Strategy and Innovation

  2. Pingback: What are examples of innovative customer support strategies? | Unconventional Wisdom on Customer Strategy and Innovation

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