Early in December 2010, Dell unveiled its Listening Command Center, catering to customers world wide. A gee whiz fact is that there are more mentions of Dell on Twitter every day than the circulation of the 12 largest newspapers in the United States.


The goal is to enable every employee in the company to have a social radian, where they can listen to conversations taking place in social media. The command center is a hub tracking over 22,000 Dell related  topics at a company wide level, currently in 9 languages, expecting to go to 11 languages and covering all the countries where Dell does business. The tools are expected to be available to all employees to use (not just the command center). Read more about their launch here.

Dell is using Radian6 as its Social Media Monitoring tool.

Here’s a short video on the launching of the Command Center.

In an earlier post, I covered what Gatorade was doing with their command center. It is interesting that Dell is also starting a similar corporate wide listening center.

Have you heard of other organizations who are embracing social media using command centers  or offering all employees the ability to listen to and engage with customers using social media tools? Leave your findings in the comment section below.

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

3 Responses to “Customer Satisfaction monitoring using Social Media at Dell”

  1. sarah wilson Says:

    I applaud dell for their efforts to engage in the conversation with customers. I expect several other companies to follow in the next few months. For tips and trends in customer service, feel free to check out our blog. http://www.appletreeanswers.com/blog

  2. Social Media » Customer Satisfaction monitoring using Social Media at Dell Says:

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  3. How Dell is tackling Corporate Reputation with Social Media | Customer Satisfaction and Reputation Management Says:

    […] article, the Dell Listening Command Center‘s opening was highlighted along with a video of Michael Dell launching the new center. The command center is a hub tracking over 22,000 Dell related topics at a company wide level using […]

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