Cartapacio de bits de Adolfo Abalo...

INTRODUCTION

Once upon a time there was a market where demand was bigger than offer. It was a time when a customer only could talk to his neighbours (and friends and family). It was a time where companies drove products features and prices without listening to opinions and suggestions from their customers. It is not so far as we can think…

            Today the world is changing. We are always "on-line". We are connected everywhere. We need to communicate and we do so. Nowadays, communication between parts of the world isn"t a luxury good. We make friends all over the world from our desktop… or from the beach… or from the desert…

One of the biggest changes we are suffering as customers or managers is that nowadays companies have to listen to the voice from customers, and not only from one customer (and friends and family)… today they can be self-organized to make pressure to the companies in order to make their voices be listened to.

In the following paper we are going to see how Dell has learned from a bad experience and how is starting to listen to the voice from its customers… and thanks to this kind of behaviour they are helping each other (customers and company) to get the most suitable products in the market. Because Dell has understood: markets are conversations… but why now?