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From the new edition of my book: Word of mouth case study — Dell

Over on our GasPedal blog, You Can Be a Word of Mouth Supergenius!, we’re highlighting a new case study from the revised edition of my book each day this week.

Today’s case study focuses on Dell and how as one of the first companies to get called out for not listening to their word of mouth, they’ve became one of the first to get it right.

Here’s a few things highlighted in the case study:

  • The company blogs with a real human voice that makes them accessible and open in five languages (including Norwegian, because a talented employee wanted to do it).
  • Dell’s 35 “Community Ambassadors” spend their days online talking, sharing, and solving problems. These folks are on the front lines, building goodwill and finding new friends for Dell.
  • Bob Pearson, Dell’s Vice President of Communities and Conversations, makes sure the company stays committed at the highest level and for the long term.

To see the full case study as well as how to win a copy of the book, click here.

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