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March 31, 2006
Intuit's growing intution about community
In a community site, the customers are a widespread support team. Three companies get this really well, especially Intuit.
Go to Intuit's community site for QuickBooks customers and you'll find a state-of-the-art arena filled with:
* Customer forums grouped by industry, product add-ons and level of software
* A slew of podcasts about tax tips and payroll usage
* Screencasts on how to use the software
* A database of customer-requested features and the company's response to the requests
* A roster of product and small-business blogs
* A library of product tips and ideas
* RSS feeds for most of the above
Two other companies do this well, too:
1. Microsoft has annointed about 3,300 of its most knowledgeable customers from 70 countries as a Microsoft MVP to gather in online technical communities and help others use the company's products.
2. Marketing 'zine MarketingProfs launched its Know-How Exchange in January 2004; since then, readers have posted about 12,000 questions and fellow readers have replied with 77,500 answers.
It's inconceivable that the tiny staff of MarketingProfs could answer that many questions, ever. But its 200,000 readers can by encouraging others to share their knowledge in an open and transparent community.
Technorati Tags: Intuit, QuickBooks, Community, Social_media, Microsoft, MVP, MarketingProfs
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