year ago we held our very first Customer Advisory Panel event here at our headquarters in Austin.
Since then the #DellCAP program has expanded to a global audience with events in China,
Germany and Canada
this October. The #DellCAP program brings
together social media savvy current and past customers, industry leaders and
Dell executives for candid conversations around all areas of our business
ranging from product quality to service and support to
practices. Tomorrow we’re so excited to reunite a number of the customers from our first session to discuss
the progress we’ve made over the past year, share improvements and
continue the conversations.
want to open up the conversation to you all as well, so this year we’ll be live
streaming. Join us at http://yayastream.com/dell-cap
or submit your questions and comments on Twitter using the #DellCAP
is the full agenda for tomorrow (all times below are Central Time):
– 10:00am Introductions with Dell’s Michelle Brigman and
moderator, Mack Collier
– 10:30am Business transformation & the power to do more
campaign with Dell’s Mary Ellen Dugan
- 11:00am Product development improvements with
Dell’s Brian Pitstick
– 2:00pm Travel to Dell HQ for
tour of Social
Media Listening Command Center
– 3:00pm Customer
experience and support conversation with Dell’s Heath Johnson and Jason Duty
– 3:30pm Dell.com
update with Dell’s Matt Urbanic
– 4:30pm Final Remarks
and Open Discussion on #DellCAP program
we’ll also be sponsoring our moderator @MackCollier’s LIVE #Blogchat discussion from 6-8pm
CST. The topic will be How Blogs Can Be Used as a
Customer Service Tools. We'll talk about the ways that customers can connect
with companies via blogs, and also how companies can provide service to their
customers via blogs.
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I mentioned in my
previous post , last week our original CAP
Days members arrived in Austin for a one year reunion. The goal of this
year’s CAP Days was to reunite a
number of the customers from our first session to discuss the progress we’ve
made over the past year and continue the conversations. Monday night we kicked off with a welcome happy hour and our
moderator Mack Collier’s LIVE #Blogchat focused on ‘How
Blogs Can Be Used as a Customer Service Tool’.
Tuesday was a full day of sessions hosted by
Dell’s Michelle Brigman and moderated by @MackCollier . Mack and
Michelle kicked off the day by welcoming attendees and introductions. After
discussions the progress
(check out the video) we’ve made implementing their feedback in the past year,
Mary Ellen Dugan briefed the group on the new ‘ Power to do more’
campaign. The day went on with an update on product improvements from Brian
Pitstick and a tour of the Social Media Listening Command Center. Following the
tour the group was thrilled when Michael Dell stopped by to answer questions.
Attendees finished the day with sessions from Heath Johnson and Jason Duty on
customer experience and support and an update on Dell.com from Matt Urbancic
and Stuart Wallock.
from participants was overwhelmingly positive. Dell’s commitment to maintain
and build on our relationships with customers, the visit from Michael Dell, and
applauding Dell’s willingness to listen to feedback and grow were key themes.
The biggest takeaway for all of us from Dell was how can we help this group of
customers help us? We’ve still got work to do, improvements to make across the
business and conversations to have, but the magic of CAP Days was definitely
present at this year’s reunion and we look forward to bringing #DellCAP to
Canada on October 27! Check
out the attendees thoughts on the event at Affiliate
Tip , Mack
Collier , Read
Write Web , Robyn’s
Online World , @Moon on YouTube
and our Storify about
the history of the CAP Days program below.
A highlight of the DellCAP Reunion was sitting down with Michael Dell himself after lunch. Michael's been hanging-out lately on Google+ and turns out he's a natural with Social Media having started like many of us in Tech with Bulletin Boards back in the mid '90's, before there was a Web. DellCAP is...