Has Dell Seen the Web2.0 Light?

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I blogged recently about ‘Dell Hell’; how Dell’s appalling customer service caused so much trouble for Jeff Jarvis and how it subsequently backfired badly on Dell itself.

Now, according to an article in AdWeek, it appears that Dell has seen the Web2.0 light and is starting to engage real customers in conversations around future product innovation. These are still early days in Dell’s customer-driven innovation makeover, but it is good to see that Dell is finally following the lead set by some other companies.

It just goes to show how sometimes a crisis is required to drive significant change in a company.

Tip of the hat to David Armano over at Logic + Emotion for the link.

What do you think? Is Dell becoming customer-oriented?

Post a comment and get the conversation going.

Graham Hill

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