3 March 2010
by Debi KleimancloseAuthor: Debi Kleiman
Name: Debi Kleiman
Site: http://
About: As Vice President of Product Marketing at Communispace, Debi focuses on innovation and strategy to help bring the best solutions to our clients—allowing them to connect with their customers in a meaningful way. Formerly a Community Manager and Senior Community Consultant, Debi’s unique perspective is invaluable to helping shape our product and services, and provides our clients with the tools and knowledge to help them make the most of their communities. An active and involved mom of two young boys, Debi spends her “free” time with her husband and kids playing on the beach in Maine, reading, cooking, and trying to keep her boys from knocking each other unconscious.See Authors Posts (9)
Dear CRM Magazine,
Wow! Communispace is so excited that you have given us a CRM Service Rising Star Award, thank you! We are really proud of what we provide for our wonderful clients. The Communispace “two-step” of our services is no easy feat.
Dear CRM Magazine,
Wow! Communispace is so excited that you have given us a CRM Service Rising Star Award, thank you! We are really proud of what we provide for our wonderful clients. The Communispace “two-step” of our services is no easy feat.
We are thrilled to be CDW’s “dance partner” and also a partner to our many other clients who are striving to deeply understand their customers. It’s true that our emphasis on a continuous discovery process, going beyond simple feedback, helps our clients grow their business. It leads to better marketing, improved product development processes, and a company that’s truly customer-centric.
CRM guru Denis Pombriant’s comments make us want to twist and shout—we’ve worked hard to create a solution that gives our clients new insights while not leaving “community-building to chance.”
You think our two-step is impressive? Just wait til you see us cha-cha…
We really appreciate the recognition, thank you!
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26 January 2010
by Richard WeisscloseAuthor: Richard Weiss
Name: Richard Weiss
Site: http://www.communispace.com
About: As a Community Manager at Communispace, Rich is focused on utilizing our best practices to create highly engaged communities that yield actionable insights for our clients. He manages the day-to-day community operations. By encouraging people to connect, share their ideas and experiences, he simultaneously empowers consumers and offers clients creative business solutions.
Outside of the office Rich can be seen taking joyrides on Storrow Drive, leading cheers at Fenway Park, seeing the latest movie, or recording at a studio attempting to become a voice over talent.See Authors Posts (2)
In our business they say insights can come from even the smallest nugget. Well the light bulb flashed on for me last night while enjoying some prime time television. Among the menagerie of ads for cars, electronics, and food was an ad for Domino’s Pizza. I know what you’re thinking, pizza ad? Must be a glamour shot of drippy cheese, crunchy crust, and sizzling pepperoni (heck, I’m getting hungry just writing about it). Wrong.
In our business they say insights can come from even the smallest nugget. Well the light bulb flashed on for me last night while enjoying some prime time television. Among the menagerie of ads for cars, electronics, and food was an ad for Domino’s Pizza. I know what you’re thinking, pizza ad? Must be a glamour shot of drippy cheese, crunchy crust, and sizzling pepperoni (heck, I’m getting hungry just writing about it). Wrong.
Instead the president and managers of Dominos Pizza admitted their guilt, internalized their feedback, and fed (no pun intended) it back to the customer. No hiding behind the numbers here. Focus groups, Twitter, and more told Domino’s that their pizza was bad from its cardboard crust to its ketchupy sauce. Despite my fond college memories of late night Domino’s deliveries, they revamped their pizza lineup with fresher ingredients, better recipes, and a new sense of pride. But they didn’t stop there, they did the most important act of all and told the customer what they did with their feedback (you can see the video here).
This is what I deem the crowning achievement of their hard work. Rather than squirreling their research away and perhaps never acting on it, Domino’s aired it out for us and showed us how they acted upon it. Hopefully, the feedback inspired customers to feel empowered, to know their voice counts, and to continue advising Domino’s and others on what the customer wants. After all, who doesn’t want to hear that they affected change in the age of the consumer?
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2 November 2009
by Debi KleimancloseAuthor: Debi Kleiman
Name: Debi Kleiman
Site: http://
About: As Vice President of Product Marketing at Communispace, Debi focuses on innovation and strategy to help bring the best solutions to our clients—allowing them to connect with their customers in a meaningful way. Formerly a Community Manager and Senior Community Consultant, Debi’s unique perspective is invaluable to helping shape our product and services, and provides our clients with the tools and knowledge to help them make the most of their communities. An active and involved mom of two young boys, Debi spends her “free” time with her husband and kids playing on the beach in Maine, reading, cooking, and trying to keep her boys from knocking each other unconscious.See Authors Posts (9)
Wowza, last week was a big week here at Communispace on the awards and recognition front – specifically, Forrester Research published a report naming Communispace a leader in the market research online community space. The report* ranks Communispace tops on all three major dimensions.
Then to top it off, Communispace, together with our wonderful clients, won an unprecedented two Forrester Groundswell Awards – you can read the full nomination stories on our website. Phew, that’s a lot of Forrester Research accolades in one week. And we couldn’t feel more proud, grateful, excited and yes, maybe even a little nervous.
Wowza, last week was a big week here at Communispace on the awards and recognition front – specifically, Forrester Research published a report naming Communispace a leader in the market research online community space. The report* ranks Communispace tops on all three major dimensions.
Then to top it off, Communispace, together with our wonderful clients, won an unprecedented two Forrester Groundswell Awards – you can read the full nomination stories on our website. Phew, that’s a lot of Forrester Research accolades in one week. And we couldn’t feel more proud, grateful, excited and yes, maybe even a little nervous.
Yes, nervous. When you are the market leader, you have competitors who want to knock you down, so you can’t rest on your laurels. And you also have clients (or customers, or partners) who want to know what’s next and how you are going to be even better than before. And let’s face it, we’re a pretty driven and curious group here at Communispace too, so we’re putting pressure on ourselves and each other to “take it up a notch”. Definitely fun, especially given our love for pushing into new frontiers, but we could also find out some new stuff that maybe doesn’t jive with what we know today. We’ll have to take a hard look at our resources, people, and capabilities to see what’s going to propel us forward and what’s dragging us down.
We’ve reached an exciting point in our company’s growth, it’s great to see all that we’ve accomplished in this young market space. And the experience of getting here provides the fuel to turbo charge what’s next – but now we’ve got to crank it up even more than before. How do you keep the innovation fires burning in your organization? I’d love to hear your ideas.
* The Forrester WaveTM: Full-Service Market Research Online Community (MROC) Vendors, Q4 2009.
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This “turn-around” trend is becoming more and more important in the economy today. It is vital for a customer’s voice to be heard in a time where everyone is pinching pennies. If I am going to order a pizza, am I going to order one where I have deemed their sauce ketchuppy? Pizza in my house has gone from weekend staple to a special occassion, and so to hear that Domino’s has heard my plea for a delicious treat? (Put my order in with yours, Rich! I am getting hungry too!)
Crocs and Windows 7 have also based a lot of their ad campaigns on the buzz around their products. Windows’ campaign of “I invented Winndows 7″ or Crocs “I like the Crocs sneakers, but I will never wear the red ones” show that companies ARE listening, and the result is something we can all bite into :)
Great article, Richard. In December, Harvard Business Review published an article we authored on exactly this topic. You can find it here: http://hbr.org/2009/12/closing-the-customer-feedback-loop/ar/1.
The Dominos approach to this situation is really refreshing.