Did you know that Dell is listening? They are, right now.
Dell is focusing a lot of their time, money, and resources on social media outreach to improve their reputation for poor customer relations. More so, the new customer experience platform can help Dell make significant improvements to their products to the benefit of customers, sales, and shareholders.
Since Dell’s CEO, Michael Dell, returned to the company in February of 2007 he has propelled the company to put efforts towards a social media presence. Monitoring the internet for quips about Dell is their way to “actively track the conversation about their brand across the social web.” (via Splash Media)
In fact, someone at their social media command centre has probably read this too (Hi!). That’s because this articles is contributing to the 25,000+ international online conversations about Dell that the company screens every day.
Dell is also looking for customers in need. If you tweet that your Dell hard drive is acting up, Dell will see your tweet, contact you, and try to help you out. Have a gripe with a feature on your Dell notebook? They want to hear about it. They are so interested in building a social connection with their customers that Dell now boasts a 98% response rate to all pleas for help on Twitter. Cool, right?
Dell’s not limiting themselves to concerns for their products either. They’re proud to say that in the response to customer conerns about the company’s sustainability, they’ve gone greener by switching to FSC certified compostable bamboo packaging.
Will it work? Do you think Dell is set for a revival? To help you analyse the company we’ve included some tools…
As the Turbo Chart shows, the company has recently rebounded, outpacing the S&P 500 index:
Wall Street analysts appear cautiously optimistic on the company’s outlook. As a group, they have a “Moderate Buy” rating on the stock.