This Month’s Article:

Dell Learns To Listen

Jeff Jarvis , Businessweek, October 2007

Michael Dell launched IdeaStorm.com in February 2007, asking customers to tell the company what to do. Dell is following their advice, selling Linux
computers and reducing the promotional "bloatware" that clogs machines. Today, Dell even enables customers to rate its products on its site.
Dell's Direct2Dell blog was launched  to deal with a burning-battery issue. Its chief blogger, Lionel Menchaca, gave the company a frank and credible
human voice.
Read how Dell increased customers satisfaction from 74% to more than 80% by using blogs and social media and truly listen to its customers.

“But the opportunities created by the conversation go far beyond dousing fires. The cant among executives trying to play the Web 2.0 game is that the customer is in charge. Well, if you really mean that, if you cede control to your customers, they can add tremendous value. Dell's customers not only make product suggestions and warn of problems, they help fellow customers fix them. Today, customers share their knowledge in so many ways that Dell's team says the challenge is to manage that knowledge and spread it.”

Read the full article here.

Watch a  great interview with Michael Dell discusses efforts to improve customer service and lessons for other companies. Click here

Found it interesting? Don’t forget to register to our next event to learn about social media. To register please send an email to: info@ILPMA.org
More information about the event read above or visit:
http://ILPMA.org/Events.html

what the hell is social media marketing?
Everybody is talking about blogs, Facebook, and
social networks. But how can these tools help me and my company? Aren't blogs all about lonely kids and social networks are just one big time waster? In this session we will have an open and candid discussion on what is social media marketing, who does it fit, and how can these tools promote you and your company.

Kfir Pravda – a marketer, blogger, and content
creator. His blog "Media, Technology and Rebel
Filmmaking" (www.pravdam.com) is read and quoted by investors, venture capitalists, CEOs of technology companies, content creators and bloggers. He often moderates and participates in industry panels
discussing telecom and media topics. His customers are publicly traded companies interested in improving their market position by utilizing social media tools and innovative marketing solutions. Kfir also serves as VP of Marketing of IMTC (www.imtc.org), an
international consortium of blue chip and startup companies, cooperating on promoting video
technologies by interoperability and fostering open standards. Organization members are, among others, Nokia, Ericsson, Polycom, Apple and Cisco.
Loves crime movies and single malt Whisky.