Dell Takes Down the Wall Between Them and Customers

Jeff Jarvis takes a look at Dell’s adoption of a more “Web 2.0 communication style” with their customers, and how they have benefited:

“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.”