Comments on: Dell Community Pulse: A thermometer of Dell’s customer satisfaction http://www.customer-experience-labs.com/2008/07/25/dell-community-pulse-a-thermometer-of-dells-customer-satisfaction/ Design.Remarkable.Experience Wed, 24 Feb 2010 17:16:03 +0100 http://wordpress.org/?v=2.8.4 hourly 1 By: Bernhard Schindlholzer http://www.customer-experience-labs.com/2008/07/25/dell-community-pulse-a-thermometer-of-dells-customer-satisfaction/comment-page-1/#comment-1506 Bernhard Schindlholzer Thu, 31 Jul 2008 18:28:57 +0000 http://www.customer-experience-labs.com/2008/07/25/dell-community-pulse-a-thermometer-of-dells-customer-satisfaction/#comment-1506 Sean, I agree that it should not be about controlling what customers are saying but to create a platform where companies can start a conversation with their customers. With such an approach the word "control" becomes more of a "sense and respond" instead of "control and oppression". I think Dell Community Pulse is a great other companies to make employees understand what their customers feel. Thanks for the comment! Bernhard Sean,

I agree that it should not be about controlling what customers are saying but to create a platform where companies can start a conversation with their customers. With such an approach the word “control” becomes more of a “sense and respond” instead of “control and oppression”.

I think Dell Community Pulse is a great other companies to make employees understand what their customers feel.

Thanks for the comment!
Bernhard

]]> By: Dell Community Pulse Mention — Archive — RD2 Blog http://www.customer-experience-labs.com/2008/07/25/dell-community-pulse-a-thermometer-of-dells-customer-satisfaction/comment-page-1/#comment-1505 Dell Community Pulse Mention — Archive — RD2 Blog Thu, 31 Jul 2008 04:47:53 +0000 http://www.customer-experience-labs.com/2008/07/25/dell-community-pulse-a-thermometer-of-dells-customer-satisfaction/#comment-1505 [...] The Customer Experience Labs comments on the Community Pulse about how customers “just want to be heard.” The Community Pulse is a great way for Dell, Inc. customers to be heard and to get their issues out in the open. The post goes on to say “…such a platform creates transparency where an organization has problems, but it is also a way to show that an organization is taking unsatisfied customers serious and is not afraid to show the current state of customer satisfaction.” [...] [...] The Customer Experience Labs comments on the Community Pulse about how customers “just want to be heard.” The Community Pulse is a great way for Dell, Inc. customers to be heard and to get their issues out in the open. The post goes on to say “…such a platform creates transparency where an organization has problems, but it is also a way to show that an organization is taking unsatisfied customers serious and is not afraid to show the current state of customer satisfaction.” [...]

]]> By: Sean McDonald http://www.customer-experience-labs.com/2008/07/25/dell-community-pulse-a-thermometer-of-dells-customer-satisfaction/comment-page-1/#comment-1502 Sean McDonald Sat, 26 Jul 2008 21:01:08 +0000 http://www.customer-experience-labs.com/2008/07/25/dell-community-pulse-a-thermometer-of-dells-customer-satisfaction/#comment-1502 Pulse as you mention, is a easy way for online users to share with Dell what is top of mind. Another benefit is that our employees can quickly see what our customers are saying- this drives greater engagment across Dell. One caution to other companies is about control. At Dell we do not want to control what our customers are saying, but instead join customer conversations wherever they occur. We are a better company when customers share their compliments, complaints, and comments. Keep the feedback coming on the Pulse tool. Sean M - Dell Pulse as you mention, is a easy way for online users to share with Dell what is top of mind. Another benefit is that our employees can quickly see what our customers are saying- this drives greater engagment across Dell.

One caution to other companies is about control. At Dell we do not want to control what our customers are saying, but instead join customer conversations wherever they occur. We are a better company when customers share their compliments, complaints, and comments.

Keep the feedback coming on the Pulse tool.
Sean M – Dell

]]> By: Weekly Points of Interest 2008-07-25 at Experience Matters http://www.customer-experience-labs.com/2008/07/25/dell-community-pulse-a-thermometer-of-dells-customer-satisfaction/comment-page-1/#comment-1497 Weekly Points of Interest 2008-07-25 at Experience Matters Fri, 25 Jul 2008 19:23:37 +0000 http://www.customer-experience-labs.com/2008/07/25/dell-community-pulse-a-thermometer-of-dells-customer-satisfaction/#comment-1497 [...] Dell Community Pulse: A Thermometer of Dell’s Customer Satisfaction [...] [...] Dell Community Pulse: A Thermometer of Dell’s Customer Satisfaction [...]

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