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Businesses that provide superior customer service are earning fanatical devotion. Companies like Zappos, CDBaby, and Flickr are demonstrating that doing business online is anything but impersonal, and that developing a relationship with your customers long after the sale is a killer competitive advantage.
This presentation explores how innovative businesses are becoming more transparent with their audience, engaging customers to help solve each others’ problems, design new products and spread the word, and suggests an overall framework and initial steps that online and offline companies can take to start having a real conversation with their customers.
Lane Becker is co-founder and president of Satisfaction Unlimited, a web startup developing tools to foster new methods of communication and collaboration between companies and their customers.
Previously, Lane was co-founder of Adaptive Path, a user experience strategy, research, and design consultancy, known for, among other things, coining the technology terms “blog” and “ajax.” While with Adaptive Path, Lane ran the consulting business and, as the creator of the New Ventures program, developed strategic partnerships with early-stage startup companies to provide them with long-term support for their product ideation, design, and launch strategies.