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Why Global Sites Matter

In some comments and e-mail responses to Direct2Dell posts, you have asked specifically if Dell has plans to move call center functions from India and other global locations back into the United States. The short answer is no. Several of you have also claimed that offshoring is simply … READ MORE

Direct2Dell: Our New Name

The name of this blog is now Direct2Dell. A few pundits have eagerly pointed out that one2one.com is a XXX site and suggested we change our name and URL. By the way, one2one also is a unit of T-Mobile, an MIT project, and a driving school. It’s also … READ MORE

Lionel Menchaca August 3, 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

Dell and The Better Business Bureau

A research report by Moors & Cabot appeared last week that gave an inaccurate picture of Better Business Bureau statistics and observations on Dell’s customer satisfaction. Conclusions drawn from the statistics reflected a lack of understanding how our Direct Model and the BBB work when it comes to … READ MORE

Lynn Tyson July 31, 2006

The Home Page

Let’s talk about the home page of Dell.com. Many of you have commented about things you liked and things you didn’t like. Here are four of your abbreviated comments to my first post: “Make it easy for me to define systems by my work profile and give me … READ MORE

Dell Store Opens its Doors in Dallas

Yesterday we opened the first pilot Dell retail store at NorthPark Center in Dallas, Texas.  It’s not a departure from our direct model—it’s simply an extension of our kiosk strategy.  Like the kiosks, we will not carry  inventory at this store.  Here, customers will be able to see … READ MORE

Lionel Menchaca July 26, 2006
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