Here’s an interesting video about Dell and their attitude towards Social Media and how they are going from Dell Hell to Dell Swell. It’s a bit dated but the messages are very interesting. Jeremia Owyang, Partner Customer Strategy at Altimeter Group interviews Bob Pearson, Communications and Conversations at Dell.

1. Dell  uses Social Media to gather product requirements. Customers often tell the support or service organization what product enhancements they would like to see, but often, the service organization is not equipped to take this information and pass it along to the product developers. Dell is using Social Media to do this.

2. Customers would like to be ‘notified’ of topics of interest to them. In the example in the video, Dell talks about selling $1B in used, refurbished PCs and having fans sign up to hear about the latest ‘deal’ through social media.

3. Dell is encouraging customers to help each other instead of calling support. This is an add on service as customers may have ideas or knowledge that even the support people are not aware of.

4. Dell watches social media for negative comments. Bob Pearson, talks about the Blog Resolution team that their service organization has set up to find and help fix problems identified in social media and the web.

I welcome your comments and experiences. Watch the video here.


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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.

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