#DellCAP Reunion: Help Us, Help You

As 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.

Feedback 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.

About the Author: Sarah Richardson Luden

Topics in this article