For those of you who may have attended Convergence 2007 in San Diego, you probably visited, or at least walked by, the bright orange “Speak Your Mind” booths midst the sea of blue in the Convention Center. And perhaps at this moment as you’re reading this blog, you’re asking yourself, “Oh yeah, whatever became of the customer/partner feedback videos generated at that booth?”
Well, I’m pleased to tell you that A LOT has happened to these 1200+ videos. Here’s the scoop. Within about four weeks after Convergence these feedback videos had been individually reviewed and posted to a keyword-searchable internal site accessible only by Microsoft team members. Now here’s the cool part. As of May 31st, five weeks after initial posting, MBS team members have watched over 2,000 Speak Your Mind videos. Collectively, that’s a lot of knowledge and a lot of insight getting into the hands of the folks who can influence change. The videos are being incorporated into strategy planning, product reviews, etc.
Our Technical Support teams have taken the videos quite seriously and really gone the extra mile. I’ve heard about a few cases where a Dynamics customer has received a personal phone call from Support – wherein the Dynamics Support Engineer identified him/herself, advised them that they had heard about their product concerns from the Speak Your Mind video, and then proceeded to show them how to resolve the issue. Proactive outreach from Support. Super happy customer.
What's next? Well, our team is currently in the process of uploading text transcriptions of future product suggestions (derived from the Speak Your Mind videos) to the internal feedback engine utilized by our Development Teams.
Will you see the Speak Your Mind booth again? You bet. We’re planning on piloting it at the Convergence-Copenhagen event in October, 2007.
So, thanks for your feedback – and please keep it coming. If you have the opportunity to provide feedback again to Microsoft using the Speak Your Mind video booth – please do it. We really are listening, and responding.
Norma Smith,
Customer & Partner Experience Program Manager, Microsoft Dynamics