Online music streaming service Spotify encourages its users to engage in its online community and to provide product ideas via its Idea Submissions page. Here, Spotify customers can submit suggestions on how they want the product to evolve, and other customers can vote on these ideas. Spotify then takes the critical step of closing the loop by letting its online community know which customer ideas have been implemented, which are under consideration, and so on. This engagement energizes power users, who will often provide answers to questions that other customers post or redirect them to the help center.
Source: “How to deliver great customer experience at scale”
Original Publication: strategy+business
Subjects: Customer-Related, Innovation
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