Congrats To Groundswell Award Winners

For those of you who don’t know, Forrester analysts Josh Bernoff and Charlene Li (she’s no longer with Forrester) published a great book on social computing called Groundswell. In conjunction with that book, Forrester created the Groundswell Awards to recognize firms that accomplish business goals with social applications. Well, the 2008 award winners were just announced and here are this year’s winners across eight categories:

  • Embracing: by Starbucks
  • Energizing: Hershey’s Bliss House Party by House Party
  • Listening: Mattel’s “The Playground” Community by Communispace
  • Managing: Borderless Workplace by Accenture
  • Social Impact: Artshare, Click Exposition, and Posse by Brooklyn Museum
  • Supporting: Nerd Network by National Instruments
  • Talking: Young & Free Alberta by Common Wealth Credit Union
  • Company transformation: Intuit

My take: First of all, congratulations to all of the winners! My research into voice of the customer best practices has pushed me to increasingly look at social technologies. While many of these activities are currently isolated inside of companies and are considered standalone “social computing” activities, I see them getting blended into more comprehensive voice of the customer (VoC) and voice of the employee (VoE) programs. This will become even more important as firms adopt the new management imperative to make listening an enterprisewide skill

The bottom line: Companies should resist being anti-social.

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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