http://gethuman.com/Dell_Customer_Service/news_1258/rss http://gethuman.com/Dell_Customer_Service/news_1258/rss http://gethuman.com/images/gethuman-hands50.gif http://gethuman.com/Dell_Customer_Service/customer-review_23504.html Sun, 22 Jan 2012 03:26:38 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_23226.html Wed, 11 Jan 2012 19:37:15 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_21698.html Mon, 14 Nov 2011 19:09:45 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_21551.html Tue, 08 Nov 2011 15:25:53 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_19057.html Sun, 28 Aug 2011 04:54:07 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_17824.html Mon, 25 Jul 2011 22:23:30 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_16996.html Sat, 02 Jul 2011 18:52:32 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_16769.html Mon, 27 Jun 2011 16:06:19 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_16746.html Sun, 26 Jun 2011 18:28:03 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_16024.html Sun, 05 Jun 2011 16:35:10 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_16005.html Sat, 04 Jun 2011 14:16:51 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_15951.html Thu, 02 Jun 2011 22:57:36 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_11431.html Mon, 03 Jan 2011 21:06:33 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_11354.html Fri, 31 Dec 2010 09:31:05 +0000 http://gethuman.com/Dell_Customer_Service/customer-review_11353.html Fri, 31 Dec 2010 09:28:32 +0000 http://gethuman.com/blog/Dell__More_Insight_Into_What_They_Are_Doing_201.html Thu, 16 Dec 2010 15:36:24 +0000 Dell post we made last week, we came across an interesting article by the Fast Company with more insight into the company's revamping of its customer service efforts. Along with the social media monitoring that we mentioned in the previous post, the company has also assembled a Customer Advisory Panel, a non-paying group of outside panelist that help the company make decisions on certain initiatives pertaining to customer service. The article is actually written by one of the members of the Advisory Panel and provides an interesting insight into the company that is slowly revamping its customer service efforts.

According to the company, Dell is trying to create customers for life by doing the following:

"Dell has focused on using social media to identify and resolve issues reported by customers. This program has been underway since early 2006 and is yielding impressive results for customers and Dell itself. In June of this year, Dell created a Customer Advisory Panel consisting of raving fans and ardent critics. November 2010, Dell hosted its first Customer Advisory Panel in Shanghai, China. Global companies can't assume that the issues impacting North American apply universally. Dell has been insisting that executives try to get things done using Dell's core business processes, e.g., ordering a computer, getting service for a computer, etc. Dell executives have learned first-hand what it is like to deal with Dell. They've liked some things and disliked others contributing to investments to upgrade and improve processes and people. December 8, 2010, Dell opened a new, state of the art Social Media Listening Command Center at its headquarters in Round Rock, Texas, a center for capturing and managing, and resolving customer issues. Identifying and resolving customer issues is the first step in providing feedback into a closed loop corrective action process. This means, when you lose, don't lose the lesson--Dell is figuring out how to eliminate the reoccurrence of customer problems. This is central to creating better customer experiences."

Without getting into too much more detail, we'll link to the article, so those interested in seeing how a company with a huge market cap is slowly making the necessary changes to become more relevant in today's market. A company of this size won't ever be able to maneuver on a dime, but it can slowly right the ship, and according to the article, this is exactly what's happening here.

For more on this fascinating article, click here. ]]> http://gethuman.com/blog/Dell__Latest_And_Greatest_To_Use_Social_Networking_199.html Thu, 09 Dec 2010 18:47:05 +0000 Dell is the latest company to employ social media to monitor, and hopefully fix, customer service. The move is a logical one for a company that used to pride itself on impeccable customer service, making each computer to each customer's needs. Launched yesterday, the Social Media Listening Command Center will help give Dell employees and upper management a clearer insight into customer complaints and concerns. Dell will use the new command center to monitor over 20,000 posts on Twitter per day, as well as any comments about the company in places like Facebook, as well as customer service blogs (Hi Dell. Love the new changes!!!). The company will also be able to tell when customers "like" certain products or changes the company makes, allowing the company to gain a better understanding of the current state of the market and streamline future products and platforms. Well done Dell.

Not to beat a dead horse, but the entrepreneur in us can't resist, but, we have to applaud companies that are continually evolving. Better service keeps customers coming back. It's that simple. So whether or not the move was done because Dell was legitimately concerned with it's customer service, or whether they were merely trying to evolve to keep pace with the likes of Apple (whom Dell has lost significant market share to in recent years), we have to tip our hat to them. There was a time when Dell laptops and desktops were in every office you could find, and Michael Dell is apparently trying to regain some of that luster by both providing solid products to it's customers, as well as sound customer service, to help keep them coming back in the future.

For more on the newest changes at Dell, Click Here. ]]>