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Idea- Dell staff should read the various blogs that discuss Dell.

280 points posted to Dell Community, Dell Web Site by jmxz Apr 6 **ALREADY OFFERED**

The blogs across the internet are full of interesting articles on Dell. Here are a couple examples that made the home pages of Digg and SlashDot this month (both rather popular community news sites).

Dell Abandons it's Customization Roots


"Dell intends to scale back its build-to-order service model, while increasing sales of prepackaged systems. The goal: $3B USD savings by 2011. The downside: customers expect Dell to build-to-order."
...
In other news Dell changes its name to "Dull"
...
I'm a fan of Dell kit, but when HP hae beaten you in sales for 6 successive quarters - as stated in the article - limiting the amount of customizing may save you cash, but it isn't going to get more people buying your kit is it?
...
When companies seek to recover these kinds of profits, they cut something more important.

Their reputation.


The great Dell Linux scam

In theory, a Dell machine with Linux is $50 cheaper… but the free RAM/HDD upgrade (a $275 value) is only for Windows customers. But wait, there’s more!

[... the article goes on with a reasonably summary of Dell's recent history with Linux ...]

This is the perfect example of how a company completely loses customer loyalty.


Idea: While IdeaStorm and the Dell forums are decent tools for learning what Dell fans and Dell loyalists think of Dell - the blogs outside of IdeaStorm are better for understanding the x-dell-customers and former-dell-fans that you already lost. Read (and listen to) IdeaStorm to learn how to keep your existing customers. Read (and listen to and understand) what these blogs say to learn how to get former-customers back.






Please see richard_b's comment about Dell reading blogs






richard_b
Apr 7		 Thanks jmxz for this idea and summarizing some of the comments on the web about us at Dell.

Since August 2006 we have been listening, learning and engaging in conversations around the web with bloggers who write about us. Before that, in April 2006, our online community outreach team began reaching out to bloggers who had technical support issues.

On average we (RichardatDELL and JohnatDELL) review up to 100 blogs commenting about Dell everyday-- and then we bring this commentary to the attention of the relevant business leaders or in some cases provide our point of view and engage in conversations. While we might miss some blogs, as it is a manual search process and nothing that I have seen picks up everything, we are making efforts to reach out regularly, especially becasue of the benefits in terms of listening and learning from customers.

Thanks for the suggestion
jackie_c
Apr 7		 Changed status to **ALREADY OFFERED**.
jmxz
Apr 7		 Great! Good to hear this is already being done.
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