I attended SalesForce.com’s DreamForce conference this week in San Francisco and thoroughly enjoyed the keynotes delivered by Michael Dell of Dell, Sheryl Sandberg of FaceBook and more. These companies are truly innovating and they’re doing it but spending less money on R&D. Their formula is listening. They’ve taken a step back, looked at their enormous customer base and turned that base into their R&D, Marketing, Sales and Management teams. The great thing about these new employees is that they cost nothing to employ.
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Michael Dell showed a video of how their choice to integrate a backlit keyboard was submitted in to Ideastorm (their community collaboration portal). I believe it was a borrowed idea from Apple but I’ll give Michael credit for this one. Ideastorm is a site where users can submit ideas, those ideas can be voted upon and commented and then Dell can respond. There are statuses like, “in production” or “implemented” to show the community that Dell is actually doing something about it. Dell also has an amazing set of blogs, is using Twitter and has a community forum that allows customers to talk to the company.
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It’s pretty amazing stuff and I think Dell’s choice to do this is what will keep the company ticking while their large corporate customers cut costs. Yoono is doing this as well. We don’t have a portal for our millions of customers to talk back to us but there are some ways that you can reach out to Yoono.
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1. Get Satisfaction
2. Twitter
3. Our Blog
4. Facebook
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We’re a small company with a lot of users and I feel that this is a good system for now. Any other ideas to help us listen to customers; just sound off in the comments.
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