Brands should amplify the positive, ex-Dell exec says

04/26/2012 | SmartBrief/SmartBlog on Social Media

Dell's digital word-of-mouth program initially focused on finding unhappy customers and trying to give them a better experience, former Dell executive Caroline Dietz says. That's a valuable approach, but it's also important for brands to find happy customers, engage them and then amplify the positive buzz they're generating, Dietz says.

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