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SEP 4

Michael Dell 'Friends' his customers

How Mr. PC is using Facebook and other Web 2.0 sites to help turn his company around.

Money, September 4, 2008 — Write something about Dell online, and chances are the company will know about it in an hour or so. Dis the company in a blog or a Facebook group, and someone from a crack response team may even chime in, if only to let everyone know that Dell cares. Spooky? Well, this is a new Dell (DELL, Fortune 500): a little more attentive online, and a little more paranoid. When Michael Dell took back the reins of his company in early 2007, one of his first acts as CEO was to give its web strategy a kick in the pants.

Category: New Media Marketing
Tags: Dell, Customer Experience, Customer feedback, Customer listening, Social Networking

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