Web 2.0
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I recently attended a presentation where someone from Dell showed how they are using Second Life to connect with their customers. They have islands for sales presentations, technical support, building and ordering a PC, and a recreation of Michael Dell's dorm room where the company was started. It is interesting to see so many new ways that companies are reaching out to create a dialog with their customers and to reach new audiences of potential customers.
In the web 1.0 world, and earlier, companies had to make a specific effort to reach customers and they seldom communicated enough. With web 2.0, customer feedback can be an integral part of websites and products. Often, this feedback is public. So customers are not only relating their needs and experiences with the product, but also reacting to the feedback from other customers. This gives the development team much better information about what customers need and want. It can also increase the customers' commitment to the product as they invest time and energy into improving it and see this result in the product better meeting their needs.
