In the latest post at the new Dell blog, Laura Bosworth, Director – WW Customer Experience explains how Dell is changing processes to reduce hold times, make returns easier, addressing pricing concerns and how they are investing over $100 million to fix it. Outstanding. Even Jeff Jarvis of BuzzMachine is impressed.
Now that’s more like it. I have no idea whether their efforts will be successful; that elephant is mighty smelly. But they are finally addressing the real issue they should be facing in a conversation with their customers. And in the comments, the customers start right in with specific complaints. I’ll be eager to see how they’re addressed
In the rush to get their blogs in the limelight, bloggers everywhere said they’re not doing enough, they need to do this, they need to do that, well, they are and they are trying to make it better it seems. Only time will tell, and I’m sure we’ll hear about it if it stays like it is, but, as it usually goes, you never hear the good stuff, so there probably won’t be too many mentions of it. When I hear about it, or experience it myself, I will make note either way.