Latest Posts

No Magic Wands For Customer Service

So… you wanna talk about service?  Let’s do it.  WARNING: this post will be a bit longer than the norm and is just the tip of the iceberg.  I’ll kick it off and then we will take it where you want to go. The good news is that we know … READ MORE

WW Customer Experience July 13, 2006

Are We Having Fun Yet? Heck Yeah!

Today, Jeff Jarvis says we need to post more frequently, and I agree with him.  There’s a reason why we’ve been quiet—Dell one2one’s first four days have been a wild ride.The more than 140 blog posts on one2one have been a healthy mix of positive, negative and neutral.  Some comments … READ MORE

Lionel Menchaca July 13, 2006

Flaming Notebook

Beyond what you’ve seen in the blogosphere, there is no update on the now infamous “flaming notebook” from Osaka.  We replaced the customer’s computer and are still investigating the cause.  We think it was a fault in a lithium ion battery cell. Update (8-14): Alex Gruzen just published a post … READ MORE

Lionel Menchaca July 13, 2006

Real People are Here and We’re Listening

Yesterday was the first official day of Dell’s one2one weblog and already Jeff Jarvis and Steve Rubel were kind enough to tell us what we’re doing wrong. Thanks for the feedback, guys.  We'll keep working to get it right. Shel Holtz weighed in a bit more constructively.  Our intention with … READ MORE

Lionel Menchaca July 11, 2006

Un-concreting the Cow Path

It is hard for me to believe that it has been 10 years for www.dell.com. Back in those days, everything about the website was streamlined—the information architecture, our vision and maniac focus on the user experience.  The site was an extension of how we naturally interacted with our customers … … READ MORE

When Less is More

Since Dell launched the PowerEdge server line 10 years ago, we have introduced servers in waves or “generations”, where each generation is defined by a common set of system technologies—common networking chips, RAID subsystems, etc.  The approach makes it easier for customers to adopt those technologies and has been well … READ MORE

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