I’ve been commenting and highlighting for some time what was appearing to happen at Dell — you can read all Dell related posts on Marketing 2.0. Dell customers should be glad to see Michael Dell return as the CEO of the company he created and by the way investors as well. Why? Mainly because Michael Dell has always been focused on customers satisfaction.
Let’s take a close look in the coming weeks to the concrete changes Michael Dell will initiate to turn things around. To begin with his recent e-mail to Dell employees already indicates that he will attack bureaucracy and develop its global services business.
I would repeat my recommendation, in a pure Marketing 2.0 inspiration:
“Appoint a Marketing 2.0 executive that you’d call Chief Voice of Customers Officer, with Web 2.0 as the only authorized marketing media. Engage the customer community in a genuine, transparent and honest 2 way conversation with your brand.”
Of course this is not to be considered as the only thing to be done, but one that could not be forgotten. Customer loyalty is key to any business growth and trust is key to customer loyalty. Trust nowadays demands transparency and genuine customer centric business state of mind. Good luck Michael.