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Dell, Starting to Truly Listen

When Dell launched their blog, I left a comment that was deleted (apparently by the PR firm that originally launched it) and I disagreed with those that said Dell was doing a good job with the blog.

Fast forward several months. My Dell Dimension 9150, bought last June, was recently having a problem with the keyboard space bar sticking (they should look into this spacebar failure as it should not occur on a new PC). I left a comment on the Dell blog about the issue. The comment was approved. Neil from Dell called me, selected a new keyboard and had it shipped out right away! During the conversation, Neil also took the time to listen to my past concerns and shipping preferences taking notes as we talked. The keyboard was received two days later.

When combined with Michael Dell meeting with bloggers directly at CES, I can see Dell is trying hard to change. An organization that large can’t change everything in a day, but they are trying to change the priorities. The evidence is now strong that Dell is starting to learn to listen to customers, they should keep listening and innovating from that listening.

1 thought on “Dell, Starting to Truly Listen

  1. Hi David,
    Sorry I missed these comments last week. However, we appreciate your feedback and the perspective. Glad Neil delivered!

    We have embarked on a major overhaul of how we approach support; we have reduced the number of 1-800 numbers and hence the call wait time; we have spent an additional $150 million hiring more staff and retraining teams as we focus on solving the customer issue and other initiatives like Dell 2.0.

    You might find the Fortune interview with Michael of some interest.http://money.cnn.com/2006/09/04/magazines/fortune/dell_intv.fortune/index.htm
    Or this information on Dell 2.0
    http://www.dell.com/content/topics/global.aspx/corp/conversations/en/2006_09_12?c=us&l=en&s=corp

    You are correct, getting all our ducks in a row is not a small task…but changes are happening. We are not perfect but we are seeing a turn around in customer satisfaction.

    We are also finding the conversations on our blog and with others most helpful. Thanks again for your perspective.

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