I often wonder if there is a direct correlation between a company’s stock price and their customer service. A couple weeks ago I read an article in the newspaper that blamed “aggressive price-cutting and a slowing global market” on Dell Inc.’s low stock price (DELL). Baloney. When it comes to computers and technology, the global market is not slowing down. If anything, the demand for computers has increased as more and more people are looking for information and conducting business online.
Ok, maybe there are other factors contributing to Dell’s decline - possibly mismanagement issues, accounting issues, etc. However, bottom line is if you’re not taking care of the customer, the customer is not going to be loyal to you. Therefore you will not make money. Pretty simple, isn’t it? Well, a simple concept understood to those who aren’t blinded by money!
Craig Danuloff of Commerce360 Blog puts the “Dell Experience in Perspective” and says:
“I gotta believe a lot of what makes Dell users unhappy are things that other Dell users know how to solve. If the company centrally delivered the infrastructure to support it, user-generated content may be able to turn around a lot of this mess fairly quickly.”
For every action taken in life, there is a consequence. When you do good then good comes back to you. When you do bad, well, then bad comes back to you! However, I do understand that bad things happen to good people. Perhaps we should give Dell a chance to redeem itself. What do you think?
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