5 Ways to Improve Customer Experience

first_imgTuesday, October 2 was Customer Experience Day, an industry-wide celebration for professionals and companies that create great customer experiences. Dell Technologies participates every year, recognizing our team members and the work they do to put the transformative power of technology into your businesses, helping you achieve your desired outcomes and delight your own customers.CX Day gave me an opportunity to reflect on the progress we’ve made in delivering an exceptional customer experience across Dell. And while I am excited about how much we have achieved in a short time, there is still opportunity for us to improve. Having the chance to speak directly with a customer that has been with Dell for almost two decades put a lot of our work in perspective and was a tangible example of how understanding the outcomes a customer is focused on helps us better meet their needs, act as a trusted advisor, and deliver an experience that earns their loyalty and trust. Our customers and partners are the driving force behind everything we do, and we define our success through your success.We truly believe that improving customer relationships can have a major impact on your business results. Here are five tips from the Dell Technologies playbook to consider as you look for ways to develop relationships with your own customers.Execute on the basicsYou don’t get permission to play in the higher-level relationship areas with customers if you don’t get the fundamentals right. No matter how much progress you make, you’re never going to be perfect and there will be times when you mess up. It’s all about how you take accountability and respond.At Dell Technologies we took a closer look how we approach and resolve customer escalations. What we found was that when we take full accountability and make things right, we elevate our relationship with the customer to a whole new level. I can’t overemphasize how important our response is in those situations.Honor customer loyalty Customers are your lifeline, you must be relentless in their pursuit for success and honor their partnership and loyalty. Recently through data analytics, we identified customers that consistently honor us with their business and make up a substantial portion of our business. To show our appreciation, we develop differentiated programs delivering increased value for our customers. Additionally, we offer an exclusive opportunity to connect select customers with Dell executives and their own industry peers providing additional insights into operations, products, solutions, industry experts and the marketplace.That said, creating such a formal program may not be the right fit for your business. If so, there are easier ways to approach this. Pick up the phone, commit to talking to a certain number of customers each week and be the feedback loop to your team members. Your customers will appreciate the personal engagement and follow-up.Lead with insightsAccording to Gartner, customer analytics is considered the most critical technology investment for CX improvement projects. We couldn’t agree more, as leading with insights allows us to be more predictive and proactive. Additionally, we also agree that the ROI for CX is a critical measurement, and that “realized ROI ranges from benefits for customers (such as increased customer satisfaction, loyalty and advocacy) to benefits for the organization (such as increased revenue, customer lifetime value, customer retention and profitability).”We recently took a set of pilot accounts and tested certain data points to score customer health, using outlier detection, clustering and other machine learning techniques to identify signs of early distress. We reached out to validate with account teams and customers, and approached a 90 percent success rate within a few months!Innovation with purpose In addition to creating brand loyalty through innovative products and solutions, customers also expect a purpose-driven relationship. A new study by Cone Communications revealed that 87 percent of consumers said they’d purchase a product because a company advocated for an issue they cared about.Since Michael founded the company 34 years ago, Dell’s purpose has always been to develop technology that drives human progress. To do so, we focus on three main areas to drive positive change and contribute to a more sustainable future, including:Sustainability – how we build sustainability into everything we do, from our supply chain to product development.Purpose-driven giving – how we apply our solutions, investments and time to drive human progress at scale.The future workforce – how we ready the next generation as well as today’s workforce to thrive in an all-digital world.Is your business aligned to a bigger purpose beyond just selling products? If not, I highly recommend reading Start with Why, an inspiring book that explores why some people and businesses are more innovative, influential and profitable than others.Get in the trenches and networkSome of the best relationships and business deals happen when you least expect it. Participating in networking events that allow for informal conversations has been a key factor in my personal success and also grounds me to better understand what a customer needs and how we at Dell Technologies can support them.Two years ago at the Dell Women’s Entrepreneur Network’s annual summit in San Francisco, I had the pleasure of meeting Dr. Sue Abu-Hakima, founder and CEO of Amika Mobile, a software platform that specializes in saving lives via an integrated emergency critical communication and control server. The conversation eventually led to a recently announced OEM partnership between Amika Mobile and Dell EMC. We are thrilled about this partnership that embodies Dell’s purpose – driving human progress through technology.I also believe that internal networking within your own company is invaluable. Connecting with team members can help you align on common customer-driven objectives that can unify your organization on shared success goals, focused on our customers and partners. So much of what we do is dependent on highly valued, collaborative relationships internally to better serve our customers, partners and team members. Working with and through other organizations unfied on a single customer journey provides a common focus and a clear definition of success, ultimately through the eyes of our customers.ConclusionThese tips help guide me as I interact with and advocate for our own customers, partners and team members. And while there’s not a one-size-fits-all formula for strengthening individual customer relationships, I hope that they provide you with some inspiration as you work to meet your own business goals. Every customer has unique objectives and hurdles, but I’m a firm believer that by grounding interactions with a human connection, data that informs and a bigger purpose is critical to creating an emotional connection that drives the best possible results.last_img read more

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CRN Recognizes 8 Dell Technologies Leaders in 2019 Top 100 Executives List

first_imgEvery year, CRN presents its Top 100 list, which recognizes the key players who are setting the pace for the IT industry. At Dell Technologies, our purpose is to drive human progress, through greater access to better technology, for people with big ideas around the world. And this is something pursued in collaboration with our extensive network of partners, which is why having 8 leaders recognized by CRN this year is worth celebrating!Michael Dell – CRN’s most influential executive of 2019, in recognition of his incredible foresight to build a $91B infrastructure powerhouse.Pat Gelsinger – CRN’s most influential executives of 2019, in recognition of his foresight to make markets and passion to get people on board.Jeff Clarke – CRN’s top 25 disruptors, in recognition of the people who push boundaries in the IT market.Jenni Flinders and Joyce Mullen – CRN’s most influential channel sales leaders, highlighting those leading the channel charge.Rohit Ghai, Cheryl Cook and Marius Haas – CRN’s top 25 innovators, in recognition of their ability to break new ground and forge new paths.Our partners have access to the industry’s most innovative technology and services portfolio spanning from edge to core to cloud. Do you want to work with some of the industry’s most successful business leaders to help customers build their digital future and transform how they work and live? Join the Dell Technologies Partner Program for an experience that is simple, predictable and profitable.last_img read more

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Unemployment fraud audit creates fresh questions for Newsom

first_imgSACRAMENTO, Calif. (AP) — California Gov. Gavin Newsom’s administration is facing another scathing audit about the state’s failure to prevent billions in unemployment insurance fraud. It’s the latest political headache for the Democratic governor, who is also under pressure over the state’s coronavirus restrictions and vaccine rollout. The audit found the Employment Development Department paid out at least $10.4 billion in fraudulent claims due to “significant missteps and inaction.” Newsom’s administration is blaming the federal government and declining to share details about how often he was briefed on the problems. A spokeswoman points to actions he’s taken like creating a strike team and a fraud protection task force.last_img

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2 customers sue Subway, claiming tuna is ‘anything but tuna’

first_imgSAN FRANCISCO (AP) — Two San Francisco Bay Area residents have sued the fast-food chain Subway alleging that its tuna is “anything but tuna” and calling it “tuna salad” constitutes fraud and false advertising. The East Bay Times reported Thursday that two Alameda County residents claim in their lawsuit filed last week in federal court that samples of Subway’s tuna analyzed at a lab contained “a mixture of various concoctions that do not constitute tuna.” The complaint doesn’t say precisely what their lab tests discovered in lieu of tuna. Subway says the accusations are reckless and improper and that it will “vigorously defend itself.”last_img

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FBI slayings show risk surveillance cameras pose to police

first_imgFORT LAUDERDALE, Fla. (AP) — Police nationwide are facing a heightened danger: Criminals are using home surveillance cameras to monitor their movements. The FBI believes that may have happened this week when two of its agents were gunned down by a child pornography suspect in South Florida. Authorities are investigating whether the suspect used a surveillance camera in his doorbell to spot the agents as they prepared to search his apartment and computer. He opened fire through the front door with a high-powered rifle as they approached, killing agents Laura Schwartzenberger and Daniel Alfin. Three other agents were wounded. The suspect killed himself.last_img

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