Today is Customer Experience Day, a day in which we celebrate the power of you, our customers. We know our customers are more connected and empowered than ever, meaning it is critical that we take a customer-centric approach to all areas of our business.
Being customer-centric doesn’t just generate good karma, it’s good business. It is clear that customer perceptions can have a significant impact on business results. In fact, customers who have positive experiences spend 140 percent more than those who have previously had poor experiences, according to research from Harvard Business Review.
We’re excited to share last month Reader’s Digest named Dell the “Most Trusted Computer,” after surveying more than 4,500 Americans for its list of the “Most Trusted Brands in America.” What’s more, Dell is the only PC maker to increase its overall customer satisfaction ratings since last year, gaining three percent to become the number 1 PC manufacturer, according to a leading independent index of customer satisfaction.
How We Are Putting Our Customers First
Promising to improve customer experience is a company-wide effort. As Bruce Temkin of the Temkin Group asserts in his Customer Experience Day blog post, “CX success requires a strong appetite for culture.”
We make regular efforts to honor Dell team members who have gone above and beyond to deliver an amazing customer experience and nurture a customer-centric culture. Most recently we were happy to award Bridget Winders, Executive Director, Commercial Sales & Enterprise Solutions, and Joe VanDam, Executive Director, Operations & Client Solutions with our twice-annual Customer Advocate Awards. Winders and VanDam join our Customer Experience Hall of Fame for their efforts. Winders has brought resources and executive oversight to one of Dell’s fastest-growing customers. While VanDam took customer feedback to heart and developed an executive committee dedicated to improving year-over-year performance, earning Dell a number of awards over the past year from our retail partners. Both Winders and VanDam quickly seized opportunities to build more trusting relationships between Dell and our customers.
Every day we strive to improve your experience with us and your feedback is helping us realize improvements in the areas of business that matter most to you. We continuously ask ourselves whether we are doing enough. We make it a point to consistently reach out and engage customers through daily conversations and interactions. In addition, two times a year, we ask our customers for candid feedback about their business experience with Dell and we use that feedback to drive business improvements in account relationships, product experiences, services and support. We sincerely thank each one of you who’ve weighed in and helped us become the technology partner you need us to be.
Learn more about what we are doing to innovate in the ways that matter most to our customers in our Annual Report to Customers at Dell World in Austin on October 20-22 – register here!