Case Study: Dell achieves double-digit online conversion growth and a more customer-centric business with Bazaarvoice

Using Data As Intelligence, Bazaarvoice Reviews Are Building Blocks For A More Customer-Centric Business At Dell

Dell, a global computer manufacturer, partnered with Bazaarvoice to make customer interaction central to its business across Western Europe (UK, France, Germany). The challenge was to build consumer trust, scale social feedback, and surface authentic customer insights across non-customer-facing teams so Dell could become more customer-centric.

Dell implemented Bazaarvoice Ratings & Reviews—posting all verified reviews, showcasing them sitewide, and using the social data to inform engineering, marketing and service teams. The program drove a triple-digit increase in review volume and double-digit online conversion growth, led to product changes (one notebook saw 20 feature updates driven by feedback) and helped Dell improve products, satisfaction and loyalty.

Dell

Michael Buck

Executive Director, Global CSMB Online Marketing and Marketing Strategy, Dell