In his BlogWell New York case study presentation, “Listening in the Social Media Era,” Microsoft’s Worldwide Director of Microsoft Community Support Services, Nestor Portillo, describes how to capture the voice of your customers and incorporate it into your product or service by engaging influencers and using social media analytical tools.

Microsoft is using the voice of the customer to innovate products and services, identify broad and high impact problems, and deflect support costs by proactively posting relevant, easy-to-discover content. The big point that Nestor stressed was that companies need to listen to the people using their services and to interact directly with them, otherwise they may not be a customer for much longer.

(Special thanks to our lead sponsor, nGenera, for help making BlogWell NYC possible.)

---

BlogWell is the only conference where social media executives from large companies come together to share their case studies, offer practical how-to advice, and answer your questions.

To learn more about BlogWell, visit gaspedal.com/blogwell/

BlogWell is produced by GasPedal and the Social Media Business Council.

Learn More: gaspedal.com and socialmedia.org