Group items matching

in title, tags, annotations or url

Learning from Dell

Customers are in control. Work with them and learn from them. Real conversations are two-way. Think before you talk—but always be yourself. Address any form of dissatisfaction head on. Be aware that any conversation can become global at any time. Size doesn't matter—relevance does. Just as one journalist can trigger a newscycle, one blogger can do the same. Don't be afraid to apologize. Develop direct links to customer community (IdeaStorm for Dell), listen for how we can improve. One customer is part of many communities. Teamwork, transparency and frequent consistent communication are key in this new world. No shortcuts are possible. Implementing business change requires much effort across departments.

Engage our people to make it work

It's not your traditional ROI model. Back to the culture, it supports the fact that you don't need a hard number at the end of the day. It's the right thing to do, we want to listen to our customers, so let's do it.

... you get the whole funnel of ideas and it's a challenge as to how to disperse them. Everybody has full-time jobs. We make further strides every day in getting reporting and getting everything set up so people can get engaged, on the site and just with the information. To me, that's the hard part. And it goes back to making sure we're listening, making sure we're closing the feedback loop.

Their collaborative agreement on what's most important floats to the top for everyone to see. So you can easily see which are the most popular ideas and which ideas are new, should people want to jump on in and vote on those.