Dell’s Ideastorm website is a great example of how social media technologies make it easier for people to work together. Customers have the opportunity to leave comments on a website with their ideas for improving Dell’s products or improving customer service. Then other people vote for the ideas that they like and would like to see happen. In the first year alone, Dell put a little over 200 of the ideas from the Ideastorm website into action.
On John Cass’ blog, he brings up a great point that not only is Dell getting great feedback from its customers, but that it is also building customers’ trust in Dell and gaining their loyalty. By doing all of this, Dell is getting its name out there more and more. However, he does state that there may be one drawback to this site being so accessible. Competitors will have the opportunity to see the comments and suggestions, and could use them to their advantage. I think that even though that is possible, I do not think it will be a major issue.
Because Dell serves millions of people and not only in our country, but several countries around the world, it is important for their company to be accessible by everyone. Having this technology readily available through their website, allows people quick and easy access to having their suggestions heard. The “Ideas in action” portion of the website allows users to see that their ideas are not only being heard but that they are also being used. On Pronet Advertising, Muhammad Saleem commends Dell on their Ideastorm website and says that with this small investment from they are getting a great return that is worth far more than just money.
Vida Killian, manager of Ideastorm, on the site from Ragan Communications:
