Today’s Investor’s Business Daily has an article highlighting how Dell used blogs to improve customer service, gain new ideas, and solve product issues. One quote in particular supports one of our main recommendations in our Social Media: Trends & Tactics in Financial Services Industry report - Begin by Listening:

Dell’s decision to start blogging and engage its customers through social networking came from the top. Dell founder and Chief Executive Michael Dell wanted to respond to rampant customer complaints about faulty computers and unhelpful call centers.

“Michael said, ‘Hey, there are obviously lots of customers in the blogosphere blogging about problems with Dell hardware. Why aren’t we finding them and reaching out to offer support?’ And that’s really how it started,” said Lionel Menchaca, Dell’s chief blogger.

In the panel discussions I’ve been on since we launched our report, one of the topics that often arises is, “How do I start?”. What is important to remember for any firm - and in this market environment, particularly financial services firms - is that the conversation has already started. The question, then, is really, “How do I join in the conversation?” Dell sets a good example: proactively find them and reach out to offer support.