Information on Fake E-mails

In recent weeks, we’ve seen an increase in reports of spoof emails received by our customers. As the holiday shopping season gets underway, it’s likely that this trend will continue. Wanted to take a couple of minutes to let customers know more about the topic. Spoof e-mails (also … READ MORE

WW Customer Experience November 26, 2006

PC Magazine Reader Satisfaction Survey

This morning, PC Magazine posted the results of their annual Reader Satisfaction survey.  Last week’s ACSI results showed that we are making improvements; PC Magazine’s results show that while our customers still have high brand loyalty towards Dell, our tech support and repair satisfaction ratings have plenty of … READ MORE

WW Customer Experience August 22, 2006

American Customer Satisfaction Index (ACSI) Results

I know everyone’s attention is rightfully focused on the battery recall, but wanted to get this post out there in conjunction with the release of the latest results from the University of Michigan ACSI study. Recent stories by Bloomberg and BusinessWeek discuss the results in more detail. Yesterday, … READ MORE

WW Customer Experience August 15, 2006

The Voice of the Customer

While this blog has certainly added a new dimension in our ability to get feedback from customers, it is not the only method we use. We have many avenues ranging from the direct relationships with our business customers, to customer focus groups, to the direct product quality data … READ MORE

WW Customer Experience August 14, 2006

The Telephone System… Getting It Right

I know that most of you won’t believe that we are serious about fixing customer issues until we are 100% done. That is totally fair! Some of you think it is self-serving to talk about what we are doing when it’s still a work-in-progress. That’s OK, too. Others … READ MORE

WW Customer Experience August 2, 2006

Prevention Is The Best Medicine

Okay, I’ve received some flak (guess I’d better get used to that!) for taking so long to post again.  I promise to try to get better juggling my day job with this blogging hobby I signed up for.  You want us to be more specific about fixes and … READ MORE

WW Customer Experience July 21, 2006
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