The short story

CDW is a $7 billion reseller of technology products – everything from laptops to USB cables to batteries. They wanted to find new ways to differentiate their services, particularly for small and medium businesses, and better understand how IT professionals make online purchases. Communities are now the nerve center and R&D lab for CDW's Customer First program, a company-wide, cross-functional initiative to coordinate and continuously improve the customer experience. Now, customers are connected, 24/7, to CDW and to each other in new ways – and at a fraction of the cost of other methods used to gain insights and involve customers. Community members are generating new ideas and providing regular feedback and input, collectively creating the service experience, and driving the innovation that increases customer loyalty, advocacy, and word of mouth.

CDW stats:

• 84% of members feel their voice matters to CDW
• Community members' NetPromoter score ("would you recommend") is four times the average
• CDW is saving an estimated $4million – and gaining more valuable insights