Day 1: eCommerce And Omnichannel Growth Drivers
Tuesday, February 25th, 2020
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