Dell has long been plagued by stories of consumers dissatisfied by their customer service. But times are changing with the way Dell services customers.
Last week, they invited two groups of 15 people each for the first Dell Customer Advisory Panel (Dell CAP Days). Day one of Dell CAP Days was focused on people who were unhappy with the brand, and day two consisted of Dell evangelists.
I was in the day two group, and I enjoyed the opportunity to have Dell fly me out to Austin, TX and take care of the hotel for me, so I could share my feedback on Dell products and my thoughts on the brand, as well as seeing some new products.
The morning was dedicated to a discussion of the Dell brand, and what they are doing to improve customer support. Artist Sunni Brown was on hand to create a graphic summary of the interactions.
It was an exciting and encouraging atmosphere, as a wide array of Dell employees, including Chief Marketing Officer Erin Nelson, provided an open forum to share opinions, complaints, and suggestions.
You can see the running commentary from both Dell CAP days on Twitter with this hashtag: #dellcap
In the afternoon, we got to visit the Dell Design Lab to hear about the evolution of Dell product design and see some of the latest products from Dell.
I was intrigued by the Dell Streak, a tablet/Smartphone hybrid that uses the Android operating system, and I plan to get one when it is released later this summer.
Another product that caught my eye was the Dell Adamo XPS, which is a tiny 9.99mm thin. I’m thinking this should be my new travel computer.
And I’ve been increasingly connecting my laptop to my TV, which can be a bit cumbersome. So, I think it could be time to get a Dell Inspiron Zino with a wireless keyboard and mouse.