The Customer Experience Labs comments on the Community Pulse about how customers “just want to be heard.” The Community Pulse is a great way for Dell, Inc. customers to be heard and to get their issues out in the open. The post goes on to say “…such a platform creates transparency where an organization has problems, but it is also a way to show that an organization is taking unsatisfied customers serious and is not afraid to show the current state of customer satisfaction.”

Sean McDonald from Dell, Inc. weighs in with this comment:

“One caution to other companies is about control. At Dell we do not want to control what our customers are saying, but instead join customer conversations wherever they occur. We are a better company when customers share their compliments, complaints, and comments.”

Dell has guts, and their commitment to the Pulse confirms they are human, they care, they want to be better.