In an earlier 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 Social Media. At that time they were monitoring social media in 9 languages. In just a few months, the number of languages has grown to 11. The early results of this center are very impressive (30% reduction in negative comments) and a social media influencer program. See the slide deck in the blog post.

Dell has been investing in new web techniques. In an interesting article on Dell’s Social Engagement Journey, some of the discussion relates to Dell’s progress on customer satisfaction, from ‘Dell Hell’ in 2005 to today where it is far more customer centric. This process might be of interest to firms that have not yet not embraced social media for customer satisfaction feedback and customer engagement.

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