Does Amazon Ship the Best Social Software on the Web?

Yes, Amazon has the best social software on the web.  They’ve been quietly innovating for the last couple of years and it is unfortunate that people just think about their amazing catalog of user reviews and don’t think of them as an innovation hub for social software.  The reason is because their social software just works…

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9 Challenges to Making Product Support Transparent

Your customers have greatly evolved since the previous internet bubble, while most company’s customer support models have not grown with them. New, “Web 2.0” paradigms for content creation, publication, syndication, and consumption bring with them an enormous innovation opportunity for businesses needing to talk directly to millions of customers. Because of this gap between customers’…

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Overheard from the MVPS: More specific Feedback on Forums and Other channels

This is the last of the notes i took at the Summit that I was able to actually write down.  On Forums… “After posting an answer to a question there should be a link that goes directly back to a the filtered “unanswered” page you started from instead of just back to the forum. “…

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A reason for social mapping

Dare has one good point and one bad point about the new google mymaps feature that we’ve had for a while.  Source: Dare Obasanjo aka Carnage4Life – Google MyMaps vs. Frappr: A Feature Isn’t a Business As usual the reactions from the blog pundits are equal parts surprising and unsurprising to me. The unsurprising bit…

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MVP Learnings: User Groups, Web Sites, and Feedback

User Groups We do great at participating in our conferences, but we don’t focus on the breadth of developer user groups like we should. One of the better ideas was that we provide “presentation kits” to user groups. We create a topic and a talk with additional materials that could be distributed to a network…

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What I learned at the MVP Summit: DPE, MSDN Links, and Attention

I spent a lot of time at the MVP summit this past year. My team doesn’t have any MVPs, but our work is obviously valuable to customers. I’ll thank the C# team for graciously inviting us to spend some time talking with their MVPs. I took a whole lot of notes that have already started…

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Customer Support in Communities; From 0 to 761 in a Year

Last week 761 developer customer questions were answered in our online communities by members of our customer support staff. These are the folks helping to bridge the knowledge transfer gap for .NET 2.0 and 3.0 that I talked about last week. The effort also represents a shift in our support strategy to start broadening the reach…

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