Customer Feedback Matters – and Companies Like Dell® are Going to Great Lengths to Prove it
Dell understands that consumers often have the best insights into its products and services, and as a result, in 2007, launched ideastorm.com, an online blog aimed at providing a voice for its customers.
With a focus on innovative ideas and direct customer feedback, ideastorm.com is an open forum moderated by Dell employees across a host of departments – marketing, product development, online, retail, etc. – who provide explanations, status updates and general company comments based on submitted consumer questions, comments and ideas.
Results show the initiative is well received by consumers – more than 10,000 ideas have been offered to Dell, with more than 2 percent of those ideas being implemented by the company.
Aside from providing valuable action items, ideastorm.com drives consumer good-will and positive public relations “buzz.”