Comments on: Dell, Starting to Truly Listen http://www.daviddalka.com/createvalue/2007/01/17/dell-starting-to-truly-listen/ Digital Strategy Solutions, Change Management Leadership, Business Speaker, Payments Technology Convergence Sat, 11 Feb 2012 00:11:18 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: RichardatDELLhttp://www.daviddalka.com/createvalue/2007/01/17/dell-starting-to-truly-listen/comment-page-1/#comment-15208 RichardatDELL Wed, 24 Jan 2007 22:17:28 +0000 http://daviddalka.com/createvalue/2007/01/17/dell-starting-to-truly-listen/#comment-15208 Hi David, Sorry I missed these comments last week. However, we appreciate your feedback and the perspective. Glad Neil delivered! We have embarked on a major overhaul of how we approach support; we have reduced the number of 1-800 numbers and hence the call wait time; we have spent an additional $150 million hiring more staff and retraining teams as we focus on solving the customer issue and other initiatives like Dell 2.0. You might find the Fortune interview with Michael of some interest.http://money.cnn.com/2006/09/04/magazines/fortune/dell_intv.fortune/index.htm Or this information on Dell 2.0 http://www.dell.com/content/topics/global.aspx/corp/conversations/en/2006_09_12?c=us&l=en&s=corp You are correct, getting all our ducks in a row is not a small task...but changes are happening. We are not perfect but we are seeing a turn around in customer satisfaction. We are also finding the conversations on our blog and with others most helpful. Thanks again for your perspective. Hi David,
Sorry I missed these comments last week. However, we appreciate your feedback and the perspective. Glad Neil delivered!

We have embarked on a major overhaul of how we approach support; we have reduced the number of 1-800 numbers and hence the call wait time; we have spent an additional $150 million hiring more staff and retraining teams as we focus on solving the customer issue and other initiatives like Dell 2.0.

You might find the Fortune interview with Michael of some interest.http://money.cnn.com/2006/09/04/magazines/fortune/dell_intv.fortune/index.htm
Or this information on Dell 2.0
http://www.dell.com/content/topics/global.aspx/corp/conversations/en/2006_09_12?c=us&l=en&s=corp

You are correct, getting all our ducks in a row is not a small task…but changes are happening. We are not perfect but we are seeing a turn around in customer satisfaction.

We are also finding the conversations on our blog and with others most helpful. Thanks again for your perspective.

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