Furthermore, the application of emerging technology to customer data
enables companies to honor customer loyalty. At Dell Technologies, data is
king. We collect customer feedback from outlets including our Net Promoter
Score (NPS) survey, 13 social listening channels, and millions of
one-on-one conversations with our customers and employees in
which we take the time to listen. Having access to this rich data, A strong humancoupled
with the capability to take action on these insights, allows
us to keep innovating and delivering the solutions, services,
machine partnership
will result in stronger
and experiences that customers need to drive their business
forward. And when our customers succeed, we succeed. “human-human”
relationships as
THE NEXT BATTLEGROUND
companies lead with
While data analytics helps organizations stay ahead of customer
expectations, customer experience is grounded in the table
insights through
stakes. For us, this includes product quality, solutions executed a customer-first
flawlessly, and services competitively priced. On top of this are approach.
critical elements, such as enabling a seamless experience across
multiple online properties. All of this adds up to how easy it is
for the customer to do business with us. We think this notion of Ease of Doing
Business will be the next battleground for companies of all sizes.
Since the formation of Dell Technologies in 2016, we’ve made a number of
tech investments to optimize the end-to-end experience across our seven
brands, including improving our B2B online and e-commerce experience and
delivering a unified support model for key solutions that span our businesses.
We’ve also invested in simplifying our channel and partner engagements
through tools that leverage customer data. This allows our partners and sales
teams to be more proactive and predictive when serving our customers.
We will continue to invest in technology to enable the ease of doing business,
but we also know that technology will never replace a relationship. After
all, people do business with people. That’s why “customer-first” has always
been a core tenet of our Culture Code, which guides how our 140,000 employees
worldwide lead, inspire, and work together to create value for customers,
communities, and people.
Now we’re embarking on a new learning program that promotes a customer-centric
approach to problem solving by developing capabilities such as
customer journey mapping and design thinking. Team members across business
units will co-create experiences with our customers, allowing us to further
transform the way we approach our customers and, in turn, our business.
23