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.

Customer satisfaction is the balance between what the customer expects and what is delivered. If your organization counts on business partners (dealers, distributors, retail stores, agents, affiliates, influencers, customer service providers, etc) or some other organization that comes between you and your final customer, then you need to consider your business partners in your customer satisfaction strategy and programs. Read why, what, and how to in this article.

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