Dell är ett företag som tagit mycket stryk på den sociala webben, framförallt i bloggar. För ungefär ett år sedan bestämde de sig för att sluta ducka och i stället vara med i samtalet. Deras slutsats (via Neville):

We are making efforts to be more forthcoming. We entered the blogosphere in part to take on negative issues. Will we make more mistakes along the way? Sure, but we are listening and learning as we go. In fact, the blog is all about those conversations, and it’s why I’m recognizing this debate that goes on about and around us.

While there isn’t a silver bullet, all these vehicles have the potential to strengthen our direct relationship with customers. We think this dialog is important and we’ll continue down that path.