I’ve been thinking about the idea of crowdsourcing a lot this year. Last month, I wrote about giffgaff’s unique approach of crowdsourcing not just marketing and R&D, but also customer service. And, for the 33rd and last “The Social Nerdia Show!“ of 2009, I spoke with Robbie Hearn, the Chief of Member Experience at giffgaff to learn more about how this MVNO from the UK operates. Prior to joining company, Robbie was Head of Retention at Be Broadband, a O2/Telefonica subsiduary where he first realized just how powerful it was for a company to have a very engaged community.

Listen to the entire conversation with Robbie on the Flash player below. You can also subscribe to us on iTunes, stream from mobiles on Stitcher, and listen to upcoming shows LIVE on blogtalkradio.

giffgaff officially launched on Nov 23rd. “The project as a whole started to take form 9 months ago,” Robbie told me. “It’s gone from nothing to full launch in that period of time, which is very quick for a mobile company.” At first glance one might assume that giffgaff is just a regular MVNO, but giffgaff is truly changing the way a mobile company interacts with its customers.

I asked Robbie to explain what makes giffgaff so unique. ”We see a need and a gap in the market for a new model. We’re what we call people-powered,” he said. “In essence, we’re trying to really leverage all the great new trends and technologies around crowds; we want to engage our members more than any other mobile network in the UK.” Unlike other companies that try to control everything related to their brand, giffgaff lets its ‘members’ interact with the company and with each other online, and allowing them to be part of the company’s “marketing, R&D, and customer service; recruiting members and especially helping answer questions.”

Crowdsourcing Customer Service

Thanks to Wikipedia and companies like Doritos and Starbucks, we’ve all come to know about various forms of crowdsourcing, especially when it comes to marketing and R&D. But crowdsourcing customer service? Now that’s a new idea.

“Crowdsourcing customer service is almost like a misnomer. You don’t need a huge crowd, just a small group that’s absolutely motivated by helping other people; they are the super users,” Robbie told me. ”We don’t have a call center,” he added. “You go online, you type in whatever question you have, and the integrated search identifies an answer based on information giffgaff has submitted as well as information provided by users on the forum.”  (more…)

People-powered. Those two words joined by a dash immediately remind me of Wikipedia. And Wikipedia might be the biggest inspiration for GiffGaff, a new MVNO in the UK running on the O2 network, that promises to change things in the mobile world. MVNOs have come and gone for many years, usually with little more than clever branding and low prices.

However, we already established that GiffGaff was inspired by Wikipedia, remember? And Wikipedia is a very social site… that’s, well, powered by people. So maybe this MVNO has something new that’s worth looking into.

GiffGaff, whose name comes from a Scottish expression  that means “You give something, I give you something back,” claims to also be powered by people. They haven’t launched  (the plan is to become available before Christmas of this year) and no customer phone calls have been made, but the company is already leveraging the wisdom of the crowds. GiffGaff’s in-the-making community has already provided ideas such as “copy to Twitter” functionality for text messages. So GiffGaff is not crowdsourcing ideas, but that’s only the beginning. They are also going to crowdsource their marketing (again, not a huge deal). But more importantly, they are going to crowdsource customer service.

There are a lot of intelligent and passionate people helping each other out on forums and blogs all over the web, from cell phone geeks to home improvement DIYers, so it makes sense to think that people could help each other out in such a way that a company no longer needs a call center. I can imagine that PowerPoint presentation going something like this: 1) Customer service is difficult. 2) Customer Service is expensive. 3) Let’s make customers serve each other. (more…)

Bob Knorpp is the host of The BeanCast, a weekly round table podcast that gathers advertising and marketing thought leaders (aka actual ad experts) to discuss industry issues and current events. After many years in the ad industry, he started The Cool Beans Group, a marketing consultancy that provides B2B and B2C expertise in branding, strategic thinking, social media, and more. I had a great time talking to Bob on The Social Nerdia Show! and you can about our conversation, including 7 social media insights, below.

You can listen to the show in its unedited greatness using the BlogTalkRadio player, subscribing to the podcast on iTunes and/or streaming it on your mobile phone using Stitcher.

Podcasts are now everywhere and there is one for everything. Bob explained that “the competition (in podcasting) is really steep and there are so many choices… the chances of getting noticed are minuscule.” And yet, The BeanCast has made quite an impression on a lot of people in the ad industry. The show’s forward-looking slogan “The Best Marketing Podcast Anywhere,” is becoming a reality with every weekly show. With only a year and a half of being on the online airwaves, the show has gone from a water cooler experiment to an influential conversation that is a must-listen for anyone even remotely interested in marketing. As Bob told me, “you don’t need to build a huge audience to have impact, you just need to reach the right people.”

Reaching the right people is not enough though. To truly create an impact on a growing audience, Bob makes sure that The BeanCast is entertaining. “As much as I try to present a forum for smart people to present their ideas, my primary objective is to have an entertaining program.. that stimulates conversations.” The payoff of the show is a combination of information, entertainment and relevancy. And that’s probably why The BeanCast is one of my favorite podcasts: it showcases the thought-provoking views of experienced people in the ad industry, without being boring. (more…)

David Alston is the VP of Marketing and Community at Radian6, a software firm that helps remove the barriers to effective social media monitoring and analysis. I had a great time chatting with David on the 15th episode of The Social Nerdia Show! and you can listen to the conversation in its entirety on the player below or by subscribing to our podcast on iTunes.

I checked out a demo of Radian6 before talking to David, and I must say I was impressed. Their tool looks pretty slick and comprehensive. I particularly like the fact that it integrates with Salesforce and WebTrends, which many companies already use. And, as David told me, Radian6 is going to integrate with more CRM, Business Intelligence and Analytics systems in the future.

David shared about how the young company got started by being part of the online community. He also explained how their real-time web-based solution enables companies to interact online without having to manually go to every blog and site out there. ”Once you get all that data from all over social media, from all the YouTubes of the world, Flicker, all the blogs,Twitter, Friendfeed, news, all that stuff gets pulled into one big topic profile and once it’s there you can do all kind of drill downs and look for trends.”

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Craig Newmark founded Craigslist as a hobby in 1995. The site is one of the most popular destinations on the Internet and Craig’s way of seeing things is still much part of how the web company operates.

Craig was very kind to answer our questions about his current role at Craigslist, lessons learned from past work experiences, controversies, customer service, design, and more.

Please check out his very interesting blog and follow him on Twitter.

1. Every month, Craigslist gets 20 billion page views, 40 million new classified ads, and 50 million people looking to buy stuff, meet others, and get a job. What would you have done differently from 1995 to 1999, if you had known what your hobby was going to become?

I wouldn’t have done anything differently overall, but would have listened more to the lawyers and my own instincts.

2. In what ways (positive and negative) did your previous professional experiences help shape the culture of Craigslist?

I learned how important customer service is, and how largeness in organizations leads to dysfunction. For example, in a hierarchy, you get ahead by telling your boss what he or she wants to hear; then he or she tells his or her boss what they want to hear.

3. Craigslist is largely based on trust. Do you often wake up and wonder how your site continues to deliver what it offers despite the controversies and criticisms?

 Not a problem, unfair controversies and criticisms just strengthen us, and increase community support and traffic.
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