Excerpt from: Internet Marketing Strategy
|
 |
| May 15, 2008 | | Markets are conversations |  Clue #1
Markets are conversations. Who got this PR clue? Dell - they went from Dell Hell and saying 'we don't talk to bloggers' to IdeaStorm and colloboration with customers on product development. Learning from Dell
—Insights gained from Lionel Menchaca's presentation Oct 25 2007, San Jose, California
- Customers are in control. Work with them and learn from them.
- Real conversations are two-way.
- Think before you talk—but always be yourself.
- Address any form of dissatisfaction head on.
- Be aware that any conversation can become global at any time.
- Size doesn't matter—relevance does. Just as one journalist can trigger a newscycle, one blogger can do the same.
- Don't be afraid to apologize.
- Develop direct links to customer community (IdeaStorm for Dell), listen for how we can improve.
- One customer is part of many communities.
- Teamwork, transparency and frequent consistent communication are key in this new world.
- No shortcuts are possible. Implementing business change requires much effort across departments.
More analysis at Customer Think from Mei Lin Fung | | | |
|
|
