eTail Palm Springs 2020

February 24 - 27, 2020

JW Marriott, Palm Springs, CA

Craig Poirier, Sr. Product Manager, Global eCommerce at Dell
Dell Logo

Craig Poirier


Sr. Product Manager, Global eCommerce
Dell

Check out the incredible speaker line-up to see who will be joining Craig.

Download The Latest Agenda

Day 1: eCommerce And Omnichannel Growth Drivers

Tuesday, February 25th, 2020


4:05 PM I’ve Got Your ‘Feed’back: How Dell.com Capitalizes On Customer Feedback

Customer feedback comes in a multitude of ways:  focus groups, social media, observational studies, clicks and pathing, financial results, and even errors. Dell.com has amplified smoother customer experiences by incorporating all these forms of feedback to create one giant, powerful feedback loop. Dell.com achieved historically high customer satisfaction results largely from its ability to synthesize and integrate feedback holistically from its many sources. This included launching new dashboards, alerts, and other tools to enable its entire workforce to listen and react to customer feedback in a moment’s notice.
 
This discussion will address: 
 
  • The origin, development, and deployment of Dell’s circular feedback loop
  • Use of real-time, digital tools that enhance Dell.com’s customer experience
  • The pros and cons of each feedback source
  • Dell’s next steps and other opportunity areas to capture feedback