Comments on: Ragan Conference – Robert Scoble

By: RichardatDELL

RichardatDELL — Fri, 22 Sep 2006 16:36:52 +0000

Hi Mr. Thornley,
Thanks for sticking with us and rooting for us. Also, glad to learn of your following our blog. We still make mistakes but are learning a lot…I guess that is to be expected from a company just 20 years old.

Just to reiterate…we have learned, as Michael pointed out in a Fortune interview. We are investing $150 million to improve the customer experience, and our Dell 2.0 initiatives are geared to deliver not only customized technology but deeper customer relationships across all segments — because after all, the direct relationship that underpins our business fosters that.

Early indicators (external and internal) show that we have stopped the slide downwards and are turning things around. We are finding our involvement on the web, and joining conversations to be most helpful.

I hope your dinner next year is able to look at the next chapter about how “dell hell” was transformed to “well dell”

By: Joseph Thornley

Joseph Thornley — Fri, 22 Sep 2006 01:09:48 +0000

Hi Tom,
We had a great bloggers dinner last night. It’s interesting. Very few of the conference attendees are into social media. But of those who are, they all have blogs. Kind of like, if you’re in you’re in big!

By: Joseph Thornley

Joseph Thornley — Fri, 22 Sep 2006 00:17:02 +0000

Hi RichardatDELL,
Thank you for your comment. You are absolutely right about Dell taking steps. I am a regular reader of Direct2Dell. And I have maintained my own company on Dell equipment even though I too felt your customer service standards slipping.
Believe me, I’m rooting for you to get back on track.

By: RichardatDELL

RichardatDELL — Thu, 21 Sep 2006 19:31:26 +0000

Dear Mr Thornley,
Enjoyed reading your blog on the changing communications scene and influence of bloggers. Clearly you had a great guest speaker. We fully understand the dell hell issue you note .

Would have been interesting though to take this to the next stage. With the launch of our blog and related developments while we are still learning and taking “baby steps,” even some of our harshest critics are talking about the positive moves Dell has made.

Certainly with the recently announced Dell 2.0, the web 2.0 and our being a company that depends on the direct relationships with customers, we are joining the conversations and enjoying it so far

By: Tom Keefe

Tom Keefe — Thu, 21 Sep 2006 15:48:01 +0000

Joseph,

Thanks for blogging this. I appreciate the recaps. Have you been able to meet up with other PR bloggers?

Tom