Case Studies

With over 9,000 companies in Get Satisfaction, we see examples of customer-company interaction everyday that deserve recognition as best practices for systems integration, loyalty-building and community management. Here are just a few of our favorite stories that highlight the different ways that companies use Get Satisfaction to deliver real business value.

Best combination of support and product development

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Photosynth (Microsoft Live Labs)

Since their public launch, Get Satisfaction has been the sole customer service channel for the highly-anticipated Photosynth product from Microsoft Live Labs. With a rapidly growing customer community, Photosynth chose Get Satisfaction because our platform allowed them to leverage crowd-sourcing to service thousands of new customers, while also generating valuable real-time feedback as they continued to refine their product. As a new kid in the Microsoft portfolio of products, Photosynth also tells us that they benefit from considerably higher-touch experiences by using community-based customer support than they would through Microsoft's existing support infrastructure.

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Best adherence to the Company Customer Pact

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Whole Foods Market

According to their website, Whole Foods aims to prove "that a company can do good and do well if the doing comes from the heart." If employee participation in their Get Satisfaction community is any indication, Whole Foods is proving that responsiveness to customer concerns works best when it comes from the heart. There are many great examples of team members handling difficult questions in an open and honest way in accordance with the company-customer-pact. We fully support their goal: "Success helps us bring about change in the marketplace, which we hope will lead to good things for you and us and the planet."

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Best leveraging of customer community for market insights

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Timbuk2

Timbuk2 has been with Get Satisfaction since we launched the site in September of 2007, and they have helped prove how valuable customer communities can be for understanding and responding to market insights. There are several examples of this in the Timbuk2 community, but our favorite was in response to the question "Do you guys make a diaper bag?" After some back-and-forth, one employee posted a picture and description of her "diaper bag hack" — a combination of off-the-shelf products that can make an existing Timbuk2 bag into a diaper bag. We have also learned that Timbuk2 used insight from this topic to actually develop and market this product to a new segment of customers.

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Best Customization of Get Satisfaction API and widgets

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Soocial

We at Get Satisfaction are firm believers in the open-source movement and encourage companies to customize our service through use of our API and widgets. Soocial is a new online service that aggregates and backs up all your contacts across all your devices ... they customized our Feedback Widget to more easily capture beta feedback on topics other than product ideas and to clarify some of the messaging for their users. There are many other examples of great customizations, but we wanted to highlight this one because we liked it so much that we used it as an inspiration for v.2 of our Feedback Widget.

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