I got pretty excited when I came across this posting. Taking a look at Customer 2.0, or at least that is what they are doing at Microsoft.
“Have you met Kai? Kai is the name that we (the MS IT EA Team) are thinking of giving to Customer 2.0. She is young and lively and one of the most demanding customers we’ve had to deal with on the web. Know why? Because she expects us all to grow up……..
Kai is calling to you to make her internet experience Fun, Social, and Engaging. If she uses your services today, that does not mean she will use them tomorrow. She is brand loyal, but your site will hold her attention primarily if it holds the attention of her community. Her group. Welcome to the fad.No more expecting Kai to live with badly designed sites. She learned about programming in high school (or middle school) and is unafraid of making her own mashups. That said, she doesn’t need to. You will provide something beautiful to her. She is outright offended when she sees a site or service that she feels is not professional or trustworthy. She’d never hand her friends over to something klunky.
A few demographics will bring this into focus. Kai may live in a western country… or not. She is as likely to be speaking Mandarin Chinese or Hindi as she is to be speaking Spanish or English. “