Simple Plans for Invaluable Feedback from Your Customers

by Yasmin Ben-Dror on August 20, 2008

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Following Leslies’ great blog below on jetBlue, Dell, like jetBlue, are also being smart with their customers and mending their “bad” ways with a simple and clever idea: Dell’s IdeaStorm, Where Your Ideas Reign.

Dell’s simple request: Post your ideas and tell us what products and services you like, what you don’t like.

There are four tabs: “Post…your ideas for new products and services”, “Promote…interesting ideas you want to see”, “Discuss… with Dell” and “See…what Dell is planning to develop”.

Within weeks, people started posting ideas that you could comment on and “promote” or “demote” to gain recognition. To date, the site has around 76,000 comments and around 10,000 ideas.

By being asked to voice their opinions and participate in forums and programs like these, customers feel good, valued and important. This leads to customer loyalty, great and effective word-of-mouth marketing, which in turn, positively impacts the bottom line of any business. Watch jebBlue and Dell take off again.

It’s a win-win.

{ 2 comments… read them below or add one }

Vida Killian 08.20.08 at 3:42 pm

Thanks for the nice post Yasmin! I currently manage Dell’s IdeaStorm and agree it is a valuable tool for engaging with customers and soliciting input. We use the ideas in all areas of the company and truly do appreciate and listen to the suggestions.

Yasmin 08.20.08 at 9:21 pm

Hey Vida, thanks for your comments. I think Dell is definitely up there in setting a precedent for this new kind of genuine customer interaction and communication that many other companies should follow. The customer landscape is changing, and the companies that are flexible and open minded enough to flow with the new landscape are the ones that will come out on top. I’m sure its a challenging, full time job, but absolutely worth it.

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