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Hi Dominique

Thanks for the link and the plans to continue to follow our progression. Your feedback and encouragement is appreciated by all of us....and I know we have been in touch on your site too :-)

I am a big supporter of what Dell have done over the last three years. They are doing a great job at leaving honest feedback and reviews on their site and using it to their advantage (actually listening to their customers). They have definitely learned from their early mistakes of moderating comments and now let the comments remain untouched. I hold them up as a pioneer of customer engagement and will follow their next three years with the same interest.

I have tried to capture their journey to listening here: http://dominiquehind.wordpress.com/2008/09/27/dells-journey-to-listening-ideastorm/

Great!

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