Listening Up
Karen Quintos with Sarah Lent
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 the story of the Social Media Listening Command Center and how it has changed Dell’s internal culture.
Karen Quintos on innovation
Karen shares Dell’s goal to make the brand synonymous with innovation. She also speaks about Dell’s Listening Center partnership with the American Red Cross.
Karen Quintos on balance vs. harmony
Karen speaks about her Working Mother of the Year award and her personal and professional priorities.
FYIQ
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ABOUT SARAH LENT
Sarah Lent is Director, Client Services, Interbrand San Francisco
What’s one thing you would change about the world if you could?
Sarah answered: Ever since I was a little girl I've been incredibly distraught over homelessness and world hunger. I can't imagine what life would be like on the street, and I am very fortunate to have been born into an existence that allowed me to have a home, food and education. If I could change anything about the world today, it would be to create balance between the disparate opportunities available across the global population. And of course, I want Alan to have his flying car, too.
Sarah.Lent@interbrand.com
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INTERVIEW: GOING NATIVE
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INTERVIEW: NEW MEDIA PIONEERS
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Brand Playback
