Is true customer focus achievable? What about Web 2.0, all hype, with little substance? In a virtual world of twitters, “zombie” attacks and “second lives”, most organizations concerned with the non-virtual world (i.e., the one with a bottom line), are asking themselves the same question: “can I actually use this Web 2.0 stuff for anything useful?” In this presentation, I describe how organizations, both public and private alike, are leveraging Web 2.0 tools and social networking to connect with their customers/citizens own a whole new level: generating ideas, developing products, as well as helping them help themselves, and others. We'll also run through a selection of “what not to do” case studies that demonstrate the downside to leaping into the Web 2.0 World unprepared, or for the wrong reasons.

1. Scott Gow Customer Advocate and Web 2.0 Cynic October 2008

23. One Last Example