What Makes Dell’s VoC Program So Great?

July 29, 2011
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The breadth of Dell’s VoC initiatives would be impressive for any large consumer business. They believe what sets them apart is the exponential scale of their initiatives once you factor in the diverse customer segments they serve across 25+ languages in dozens of countries on every continent: gamers, students, homemakers, retirees, etc.

The breadth of Dell’s VoC initiatives would be impressive for any large consumer business. They believe what sets them apart is the exponential scale of their initiatives once you factor in the diverse customer segments they serve across 25+ languages in dozens of countries on every continent: gamers, students, homemakers, retirees, etc. in their Consumer segment; lawyers, dentists, graphic designers, engineering firms, textile manufacturers, hotels, retail outlets and many more in their Small & Medium Business segment; local/state/national governments, military organizations, K-12 school districts, universities and colleges, hospitals, doctor practices and others in their Public segment; and multinational corporations spanning all industries in their Large Enterprise segment.

Beyond the scale of their VoC efforts, they believe another key differentiator is the spirit of transparency with which they operate their VoC programs. Transparency exists internally, where VoC data and insights are shared broadly and in timely fashion within the organization, and externally, especially in social media, where they engage with their customers in open, unstructured conversations, not always with predictable outcomes.

Last, they like to highlight their willingness to break new ground and innovate right alongside their customers so as to amplify their voice further still. Planned innovations like real‐time feeds of unedited VoC data directly onto Dell.com are examples of things to come.