It took less than 2 days, but Dell found me, and posted a comment about my previous posting that referenced Dell.
I didn't really expect a comment from them since my article did not reference a problem with Dell (as Jeff Jarvis famously did a few years back) .
Here is some background from RichardAtDell:
- On average there are 4000 conversations online everyday about Dell. We do not respond to all of them...in some cases we drop by, listen and learn and go back with a stronger and better customer point of view inside our business every day.
- since we started our work the negative commentary about Dell has declined by 30% and positive commentary has increased;
-sharing of nearly 5000 "accepted customer solutions" has reduced costs
- the team can point to retained and new sales
-Ideastorm produced ideas that were not on the product roadmap which have generated increased sales for systems with Linux operating systems; continuing to offer XP; Product (Red) and other business improvements
- generally, more and more of customers are coming online, connecting and sharing information. There is a value to us in the direct relationship we have with our customers, given that it underpins our business model and is what we are all about at DELL.
Some very interesting points.
Check out this Fast Company video interview with RichardAtDell:
PS -- Can you even do a PS on a blog? -- RichardAtDell, I would love to spend a few minutes discussing lessons learned for a future article about blogging relations. Please let me know if that's possible.