Raleigh NC| Dell’s Idea(l) Storm
Dell’s IdeaStorm Website Ideal for Customers
Dell’s foray into social media has been well documented; just ask @bobpdell at Twitter or see Dell’s new IdeaStorm website. Interestingly enough, so has their less-than-stellar support services. The IdeaStorm website is basically a blog that asks Dell customers for ideas about what they are doing right and what they are doing wrong. It incorporates features similar to Digg and Reddit where people can vote up or vote down issues, and there is also a status bar to let everyone know where Dell is with the issue. A far cry from their phone support, the IdeaStorm website is a proactive attempt to engage customers and receive valuable feedback. After all, if you don’t know what the problem is, you can’t fix it. In addition to a wide variety of topics there are 4 main options when you enter the site: post, promote a post, discuss, and see what Dell is working on.
From a public relations standpoint Dell is definitely moving in the right direction with the IdeaStorm website. Happy customers and critics alike are going to be talking about your products online, so you might as well have them doing it on your website where you can facilitate a conversation and promote transparency. For most critics, a timely, human, response to their gripe is enough to mollify them, and when you actually respond by changing or fixing a problem, you start creating a serious fan base – people who will evangelize for you. So while your phone call may still take two hours on Dell support, you can go to the IdeaStorm website and suggest that they improve the process.
Does your company need a public relations firm? MMI Associates is a full-service public relations firm located in Raleigh, NC. Please visit the MMI Associates website for more information. Any questions? Give us a call at 919-233-6600.
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