How to "Outsource the Outsourcers" to create Engagement

Speaking with Jackie Huba today, made me think of a conversation about 7 years ago. I remember asking a colleague "If outsourcing call centres is about cost, what will be the next step to save cost? How will people outsource the outsourcers!" Now I know the answer and I believe it can also be a positive engagement step for your brand...social media and the creation of a community.

Outsourcing works for transactional items but not for customer facing services...I believe. Creating customer engagement is always a challenge in a world filled with choice. However, I do believe creating customer communities, creating customer forums, creating support resources by customers for customers can be the equivalent of outsourcing the outsourcers.....I also believe is can be a revenue generator as well as a cost saver.

Instead of outsourcing to firms, why not outsource to your customers ? Why not allow the people who know your product best, who know the problems, who know the tricks to solve many of the issues. The technology is there and the best bit, is not that it is a "free" resource, no the best bit is that you give your customers recognition, engage people with your brand, help them evangelize about your brand.