Monday, December 03, 2007

Leveraging User Input
Read an interesting article on how Google and Microsoft are capturing 411 calls to enhance speech recognition.

What is most interesting about the story is that it highlights the fact that all companies need to harvest every customer interaction to enhance products and services. The speed at which companies can evolve products based on user input is a key competitive advantage. All of us have huge amounts of customer feedback information buried in our CRM databases that we should be analyzing and leveraging at a faster and faster pace!

Update: Just remembered another news I had read recently: Google now allows users to fix errors in Google Maps by moving the marker. Cheap Web 2.0 way to cover the "last-mile" of quality.

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