We've all heard of Web 2.0, the database-backed social web. But how can businesses profit from Web 2.0? Social networks, social media and other social web services - so what?
But put on your NPS Goggles and see the world from an NPS perspective, and the value of Web 2.0 becomes clear; it's all about using the Web to add to your value proposition to beat customer expectations (the key driver of NPS).
Web 2.0 is not about what your customer can do for you, it's about what you can do for your customer.
So here's a presentation outlining three proven Web 2.0 strategies from an NPS perspective. (Click here for Dr. Marsden's presentation.)
The key insight - in a nutshell - is that Web 2.0 allows businesses to build web services rather than web sites that add to your value proposition, beat market expectations and therefore drive growth.
Think Nike+, think Lego Factory, think Apple's new Me.com.
Web 2.0 is about the Web as a Value Delivery Platform, not a Brochureware Platform.
Enjoy - and feedback most welcome!
