Dell Ideastorm: Consumers in the driver seat

Exactly one week ago, Dell launched a brilliant new customer service initiative called "Dell Ideastorm." It's essentially a massive forum where any opinionated, Internet-saavy user can logon to post, vote, and bash suggestions for how to improve Dell's services. Forums like this are not new, but I have rarely seen a company so open with its customers.

Among the top requests:

1. Provide Open-Source Alternatives for Operating Systems, Word Processors, Internet Browsers, etc. Some people have argued that the minority of computer geeks using Linux and its variants do not make a big enough impact on the bottom line to be worth marketing to. But after seeing the voting numbers on the site, even if they are skewed, I find it hard to believe that Dell should ignore the masses clamoring for a pre-installed Linux box.
2. Barebones systems for ease of upgrading. The boom times of the computer industry are over, just about everyone has a computer or two or five in their homes. But where one trend ends, another begins, and people are now looking for cheap systems that can plug into existing hardware to replace broken components. Like a computer with no monitor and no keyboard and no operating system that can just be used as a standalone upgrade.
   
3. No more overseas tech support. Three things are needed for good tech support: 1) They fix it. 2) They fix it fast. 3) They treat you with respect while fixing it. With the delays and miscommunications from overseas call centers, 1) and 2) are not met by Dell's current customer service. Time for a change.

For any Dell owners out there, if any of these things seem like "common sense" to you, you are absolutely right. They are common complaints that have been around for years. But the cool thing is that all of this information is out in the open. It changes the game. Before, where the CEO was captain and commander of his ship, he/she alone would determine the direction of sailing. Now it's the whole consumer community that can request services of a company. And suggest ideas for new product directions, new services, and even marketing. This is why Dell's Ideastorm is amazing. It's completely broken down the barriers between a big company and its end-users, allowing consumers to truly guide the direction of a large company.

My favorite post:

Have Michael Dell in the Dell Commercials
"It would be really cool to have Michael appear in a commerical where the customer is shown ordering a system on line. Cut to - The door bell rings - Customer opens the door and Michael is standing there with their system.
YOU GOT A DELL!!"