A simple insight about what really matters in the customer experience has led Dell to innovate a new approach to customer care—that’s caught on not only at the computer giant but at the Red Cross as well. It starts the same way all good relationships start: Listening. Sarah Lent, Director of Client Services at Interbrand San Francisco, talks with, and listens to, Karen Quintos, Dell Senior Vice President and CMO.

Karen Quintos on Dell’s Social Media Listening Command Center
Karen tells us the story of the Social Media Listening Command Center and how it has changed Dell’s internal culture.


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