The many shapes of customer collaboration

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The many shapes of customer collaboration Source
www.thinkpassenger.com
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Starwood Preferred Guest Advisory Community
Members
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SPG Community
Discussion
Survey
Brainstorm
Chat
Image Gallery
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Business Drivers (Source Forrester)
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• Private vs Public
• Open vs Closed

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• Purpose/Size/Maturity

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• How to do it? (Lessons learned)

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Private Online Community Dynamics

• Results
• Deeper insight into consumer needs and
  preferences
• Faster, more efficient product development
• Improved product, operations and marketing
  effectiveness
• Business growth, consumer loyalty and retention