Inspiration: IdeaStorm

We've talked in the past about how important social and interactive media can be for not only pushing your brand's message out to the masses, but perhaps even more importantly as a tool to LISTEN. Comcast helped to pioneer this idea with the Twitter account @ComcastCares, which allowed them to identify users with problems, concerns or questions and address them immediately. Since then, multitudes of corporate Twitter accounts have been established hoping to use this open medium as a way to have more of a two-way conversation with their public, including companies like Dell, Zappos, JetBlue and Honda.

Dell recently took the idea of using interactive and social media even further by creating an online effort allowing customers to contribute their ideas for how to improve Dell products and services. The effort is branded Dell IdeaStorm and is centered around a website at ideastorm.com, but also includes a Twitter account (@IdeaStorm) and presumably a PR push and support in other Dell promotional materials as well, not to mention Dell's countless other Twitter accounts. The IdeaStorm website gives customers an easy way to contribute their ideas and voice any feedback or frustrations they might have, but also allows them to promote and demote the ideas that others have contributed that they feel strongly about.

The key here is that today's consumers want to have a voice. In order to have a successful brand (particularly consumer-facing) it's crucial to allow consumers to take ownership of that brand. Dell does a great job with this branded, integrated effort because it both allows customers to have their voices heard, but also acts as a vehicle for Dell to learn what consumers want. The knowledge they are able to take from this will not only help them in new product development, but it will help them create a successful, consumer-focused brand.

Shameless plug: There's a good chance a similar strategy could be taken with your brand. Interested in the possibilities of using interactive and social media to better communicate with your consumers? The Sutter Group would love to show you the possibilities. Contact me at garret[at]sutter-group[dot]com or on Twitter at @SutterGroup.

by Garret Ohm

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