I visited Dell headquarters back in June for the Dell Customer Advisory Panel (Dell CAP Days), where a group of us were able to provide candid feedback on Dell products, as well as the brand and customer experience.
Artist Sunni Brown was on hand to create a graphic summary of the discussions that day.
The Dell team shared a progress report a couple months ago, based on feedback in the areas of support, brand & corporate responsibility, and Dell.com.
And they’ve sent another update on what they’re doing, after receiving our feedback that day.
Product Purchase/Dell.com
We Heard: There are too many options and configurations. It’s overwhelming!
Dell: To make things simpler, we have reduced the number of configurations to 10% of what it was a year ago. As older systems continue to be phased out, it will become even simpler. By this spring, our focus on tailored needs-based products will bring a new era of simplicity to ordering from Dell. Keys to simplifying already in process include:
- Reduction of redundant configurations
- Specialized order paths to let the customer choose what is important to them and quickly narrow down to product which meets their needs
- Fast Track ordering to quickly choose a preconfigured favorite set of specs and get the system delivered more quickly as well
Brand / Corporate Responsibility
We heard: Why don’t we hear more about the good work Dell is doing around the world?
Dell: Dell was recently named Newsweek’s Greenest Company in America and amongst ComputerWorld’s Top 12 Green IT Companies. In addition, this month Dell introduced our employees to a new brand tagline: The power to do more. We truly believe that technology helps people around the world do more, and you will start to see and hear more about this in upcoming months. Consider this an exclusive #DellCAP sneak peak at a global effort to transform every aspect of our business to focus on helping our customers.We heard: Dell’s Twitter presence is overwhelming! I don’t know which account to follow.
Dell: In the upcoming weeks, we will activate the @Dell twitter account to offer customers ONE channel to get news, updates and perspectives on what is happening at Dell. On this account, you can also follow specific Lists related to topic areas that are of interest to you. Make sure and follow us to get all the news from across Dell: @Dell. Also, if you have any feedback on what you’d like to hear from us, please send us your thoughts!Latest Product News
Many of you have shown a particular interest in the XPS product line. We just wanted to make sure you knew that on October 21st, we announced the updated XPS laptop series, designed around entertainment and creativity and boasting JBL audio, HD NVIDIA graphics and 3D TV capability. Engadget noted that Dell is refocusing its efforts by bringing back the “tried and true” XPS brand. CNET described the XPS models as “aimed squarely at the HP Envy and MacBook Pro crowds” and commented that the line feels like an “upscale fusion of the studio and Adamo lines.” Direct2Dell
Follow the #DellCAP hashtag on Twitter to stay up on future progress from Dell.
Photos: Dell Customer Advisory Panel
{ 3 comments }
I haven’t looked at the site but what appeals to me is the Fast Track for preconfigured specs. Dell does some amazing things. I’ve had pretty good luck with Dell and they even replaced a monitor that was bad without hassle. That said I’m not a big fan of the overseas support and overseas Dell financial. When you have to ask 4 times what the support person said, that’s enough.
Which part is lame – all of the stuff in the illustration, and the responses I just posted?
I must live a charmed life, because I’ve used many Dells and haven’t had a problem.
Thats some pretty lame feedback. Pretty much pitching underarm for Dell to do something easy. Ive just switched from a nightmare Dell laptop to another brand and my life just got significantly better. There will never be another Dell laptop in my life. Poor components. And service? Almost every week I have someone calling me from India telling me they are our new dedicated account manager, do I want to buy something?
Not. A. Fan.
Comments on this entry are closed.