Dell turning the bullhorn around
1. Direct2Dell - blog where people could start talking to Dell about their experiences. 2. Instantly responding to ﬁascos (like the exploding laptop) 3. CES - blogger lounge with Michael Dell 4. Dell Idea Storm 5. Delivering on the ideas generated in the tool 6. rinse. repeat.
beneﬁts of embracing the chaos
• you’ll be better prepared for the unexpected • you’ll join in the conversation that is already happening and be welcomed for this move • it will bring in the opportunity for collaboration • it will make your ideas stronger • it will create supporters you didn’t know you had
not customer-centric • • You
do everything you can to keep You have a long list of customer your customers on your website. relations policies. Any exception to those policies has to go up the chain of command for approval. • You measure number of visitors and time spent on your website as • whether you are successful. You need to create multiple instructional videos so that your customers will understand how to • When budgets get tightened, you use your product. make cutbacks in areas like customer service, marketing, support staff and • design. You demand social media strategies that win over the ‘inﬂuencers’ to blog or tweet about your product. • You are bothered by a customer describing your product in their own words that doesn’t match your brand.
customer-centric • • You send
customers to other Your customers are doing things websites. with your product you never dreamed and are posting videos. • You measure how many people • refer their friends to you as Inﬂuencers are adding you as success. friends on social networks. • • When budgets get tightened, you You work with your competitors tighten operational costs. towards better customer experiences for all. • Your only customer service policy • is to do right by the customer. You know you compete for your customers’ attention with everyone.
about those rockin’ images: •
Many are from iStockphoto.com (totally cool site) • except as marked on the photo... • a screenshot of my friendwheel: http:// apps.facebook.com/friendwheel • and the logos & screengrabs I stole from all of the respective sites...
some references • Akoha.com http://www.akoha.com
• Total Insanity http://tinsanity.net • Dell Idea Storm http://ideastorm.dell.com • Cory’s site http://craphound.com • Southpark Underpants Gnomes http://www.southparkstudios.com/ clips/151040 • Best 404 pages: http://www.plinko.net/404/ • Creative Commons: http://www.creativecommons.org • Friend Wheel: http://apps.facebook.com/friendwheel • Great internet stats: http://pewinternet.org • Whufﬁe: http://en.wikipedia.org/wiki/Whufﬁe