“Yep, I'm cynical...that and I know one of the head honchos at the company (not Mr. Dell) who is not - to put it mildly - a customer kinda guy. In fact, some call him downright evil…”
We all have bad apples in our organization that can affect our own thoughts - which in turn affect our interactions with customers. Think about the last time you had to deal with a fellow employee with a bad attitude? Didn't that affect your day?
Do you have a bad apple in the bunch? What are you doing about it? Believe it or not, even one bad person can ruin it for the whole organization!
Maria, glad you were in synch with what Michael said, or vice versa :-)...he knows what its all about, especially in light of his building the company around the customer and benefits of the direct model.
Most people equate Dell's direct model with efficiency and cost-effectiveness, but we also understand and value the direct relationships. No third party between what we make and support. Can be a little naked sometimes...and so the bad apples stand out. Lets hope the one noted is outed.
You know we have been re-investing significantly in our customer experience, about $150 million in the last few quarters. We are seeing a turnaround in our our own and external customer surveys. While we make progress we have a ways to go to fix everythiing. Check out our blog, www.direct2dell.com for additional details.
Just yesterday, Michael and kevin spoke about the importance of our 1:1 relationships with customers. Not only are we focused on turning that around, we are making sure we are deliverying customized technology that is ordered by customers to meet their specific needs.
Dell is just 20 years old and we have hit some speed bumps before and always emerged stronger because of them. I expect we will do the same again.
Appreciate your perspectives
Posted by: RichardatDell | September 14, 2006 3:34 PM | Permalink to Comment