Don’t Be Complacent About Customer Experience

Dell recently invited me to participate in a discussion with customers and executives to learn about areas where Dell needs to improve the customer order experience. This is a continuation of my participation on Dell’s Customer Advisory Panel.

Dell is now over 30 years old. While it would be easy to believe that a 30-year old company would have everything worked out to perfection, Dell continually seeks input to improve customer experience. During the conversation, Dell heard about areas that have improved and areas where improvement is still needed.

It takes courage to ask customers questions and to listen to their answers. The real challenge goes beyond listening. What action will be be taken to address issues identified? Understanding and, then, responding effectively to customer input, will accelerate growth.

Photo Courtesy of Celestine Chua on Flickr


Thought for the week:

“It’s possible to have big impact without big size. What matters is the size of the idea.” – Rosabeth Kanter
What do you think? I welcome your comments!


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