customer experience - comunitati si recenzii
TRANSCRIPT
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Comunitati si recenzii
Make reviews, not co-creation!
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Communities of commerce
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Pleonasm?Comert = commercium = com
(impreuna) + mercis (marfa/vanzare) = piata (marketplace)
Esenta pietei (a comertului) esteco=opetitia (o stare ambivalenta
de colaborare + competitie)
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Cum facem o comunitate?
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Ce conteaza? Co-mesenii sau mancarea?
SONOS: Echipamente decente, vandute la un pret premium, cu ciclu de viata f lung (10 ani), foarte usor de instalat, si cu un design ok
dar ingredientul secret e comunitate de cumparatori. Care sunt foarte mandrii de
produsul cumparat = ambasadori
Vezi reddit.com/sonos
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De ce o comunitate e buna pentru user experience?
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Decizia de achizitie
90% dintre cumparatorii online suntinfluentati de review-urile online
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Unde sunt cele mai influente review-uri?
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Experienta de vanzarePe internet suntem SINGURI
Dar istoric vorbind, cumpararea de chestii s-a facutin locuri cu multi oameni (targuri, piete, malluri,
magazine)
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Markere de prezenta a altor oameni:LAST ONE / 6 sold / 9 watching
+reviews / ratings
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Experienta de utilizare/suport
Avem nevoie de ajutor din partea celor pe care ii consideram in tabara noastra.
Ii consideram mai onesti si de multe cori sonderamsfaturile lor mai calificate.
Si, la un nivel meta, simtim nevoia unui dialog real, nu a unor raspunsuri predefinite (de accea nimeni nu citeste
FAQ sau Manual de utilizare).
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O poveste cu 2 becuri J
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back to…
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Ce este chestia asta?Monitorizam in timp real recenziile date unui
inventar pe produse pe toate site-urile de comertonline importante din Romania
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Multumesc!Catalin [email protected]