Did you know that most Dell customers would like a ' clean ' software install, without Google or AOL being installed.
Or that a large proportion of their users / advocates would like to have web cams as standard on their laptops ?
Normally this information comes from focus groups ( which by their very nature are expensive and not able to fully embrace the reach of the web ) or through online surveys - which once marketing lay their hands upon tend to request too much information - hence devaluing the information integrity.
In this case the above are real world examples of what customers, potential customers are saying about Dell products , not in a technology forum divorced from their context of the brand and products , but directly on Dell’s IdeaStorm online community.
Dell’s position has always been to cut out the middle man and work directly with it’s clients – IdeaStorm brings a much needed closeness that the outsourcing of call centres and order processing of past has damaged, this openness to adopting blog’s has in effect made every Dell employee a customer facing employee.
The trick now is to ensure is follows through and executes on the valuable feedback it receives – not by just building a faster horse but by hopefully tipping the balance on decisions that can give it the valuable jump on it’s competition it so desperately needs.
Or that a large proportion of their users / advocates would like to have web cams as standard on their laptops ?
Normally this information comes from focus groups ( which by their very nature are expensive and not able to fully embrace the reach of the web ) or through online surveys - which once marketing lay their hands upon tend to request too much information - hence devaluing the information integrity.
In this case the above are real world examples of what customers, potential customers are saying about Dell products , not in a technology forum divorced from their context of the brand and products , but directly on Dell’s IdeaStorm online community.
Dell’s position has always been to cut out the middle man and work directly with it’s clients – IdeaStorm brings a much needed closeness that the outsourcing of call centres and order processing of past has damaged, this openness to adopting blog’s has in effect made every Dell employee a customer facing employee.
The trick now is to ensure is follows through and executes on the valuable feedback it receives – not by just building a faster horse but by hopefully tipping the balance on decisions that can give it the valuable jump on it’s competition it so desperately needs.
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