Dell Inc. Community Pulse
Situation
The Dell Community Pulse takes an innovative approach to gathering customer and employee feedback. Users are invited to post compliments, complaints, or comments on a wide array of topics, from Customer Experience to Michael Dell himself. There’s no registration required. Dell wanted only the kind of open and honest feedback found with anonymous submissions.
The Community Pulse tag cloud then shows, at any point in time, where topics stack up in terms of activity, recency and tone.
We also built a Google Gadget that displays the topic cloud and latest posts, and allows users to see the tone over time (the pulse) of any topic.