“Some of you may have seen yesterday’s story that appeared in the Wall Street Journal (subscription required). Our view is that it only tells part of the Dell story. What’s missing is the progress we’re making against four key areas for consumer and small-business customers: post-sales customer experience, sales customer experience, pricing simplification, and improving how we reach customers through marketing.
“The online community is important to us. More than half of our consumer customers buy from us through the Internet. You’ll be hearing more from me and other members of the Dell blog team about changes we’re making for the better across the business.”
It will be interesting to see what they have to say. (Disclaimer: We have Dell computers at home, among others, and have written here and here about some of my (generally positive) experiences with Dell’s customer support (all, so far, via chat and email).
Click here to see the customer experience posts from Dell’s blog.