Dell Customer Advisory Panel – Austin, TX
Dell recently did a very impressive thing: they invited influential bloggers who had ranted about their products and services online to come to their headquarters and have a real conversation about what they’re doing wrong and how they can do it better. It’s not easy to get feedback on things that matter the most to us – and these “ranters” didn’t mince words – but it says a lot about the dedication of Dell’s team to figuring out who the company should be in the future and how they can best serve their customers. The event lasted 2 days, and they did get relief from the initial barrage of critiques when they hosted people on the second day who were actually happy with Dell. But I’m seeing many more of these interactive, face-to-face, collaborative sessions because of the rapid shift to the “social” marketplace. Businesses have to be responsive to stay alive…and that includes my own.
I’ve been consulting & repairing for years, recommending only Dell business grade (even for home users) for over 5 years. I’m sure the content of the visuals was distilled from hours of conversation, but it’s all spot-on. Great job Sunni.
Interestingly, almost nothing here discusses the fact that people distrust the commissioned sales process with its inherent conflict of interest. I’d be interested in a conversation with the Dell folks analyzing these results, and how we address most of these issues through http://www.PCbuyersAgent.com.
Hello Mike, thanks so much for the comment. FYI, the commissioned sales process came up and Dell actually stated that their agents are not operating on a commission basis. At least, that’s what I remember. Perhaps that changed in the last while?
I sure am glad that I stopped by to read your article. Thanks for the info!