The latest post on Dell’s blog finally addresses the dead, decomposing, stinking elephant in the room: customer service. Laura Bosworth, director of customer experience (a thankless job if I’ve ever heard one) says:
The good news is that we know what we need to do. You’ve been telling us. Our number one priority is to get better at problem resolution. I can almost hear the collective “duh” out there as I write this. . . .
Now that’s more like it. I have no idea whether their efforts will be successful; that elephant is mighty smelly. But they are finally addressing the real issue they should be facing in a conversation with their customers. And in the comments, the customers start right in with specific complaints. I’ll be eager to see how they’re addressed.