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Tech - Computers

 January 09, 2003
Michael Dell Calls For More Industry Innovation

 During remarks made at the 2003 International Consumer Electronics Show in Las Vegas, Michael Dell, chairman and chief executive officer of Dell, challenged the computing industry to do a better job in meeting customers' needs as they explore the increased capability and functionality of their digital products. Demonstrating the need for better customer service and education across the industry, Mr. Dell pointed to a new survey revealing that only 12 percent of technology users in the United States believe they are getting the full benefits of their home digital technologies. As a result, Mr. Dell said the company is raising the bar for customer experience through enhanced service and support innovations to help customers realize the greatest levels of value and satisfaction from their computing technology for today's networked digital lifestyle.Demonstrating the need for better customer service and education across the industry, Mr. Dell pointed to a new survey revealing that only 12 percent of technology users in the United States believe they are getting the full benefits of their home digital technologies. As a result, Mr. Dell said the company is raising the bar for customer experience through enhanced service and support innovations to help customers realize the greatest levels of value and satisfaction from their computing technology for today's networked digital lifestyle.

"If customers want to integrate more technologies into their lives, we have to do more to help them understand how to better use those technologies and recognize the opportunities they present," said Mr. Dell. "It's our industry's responsibility to broaden and enhance service and support so customers can enjoy the benefits of a robust digital lifestyle without interruption or inconvenience."

To help customers realize the most of their digital lifestyle, Dell's Customer Assistance and Resolution Team of engineers has proactively tested more than 340 peripheral and about 350 software products to ensure compatibility with Dell products, as well as discover and resolve issues before customers experience them.

Along with its own hardware improvements, Dell has collaborated with partners and suppliers to maximize operating system performance, increase digital media software functionality, and enhance Internet access capability for customers.

"We recognize that customers place a great deal of trust in us and expect us to be a reliable technology and service provider," said Mr. Dell. "We take this charge very seriously and will continue to innovate to provide outstanding products and services for each of our customers."

In describing the power of the Internet as one of the most effective paths for service resolution, Mr. Dell outlined several options for customers to receive the support they require individually and on their terms, including enhancements to the company's online service and support portal, support.dell.com.

Mr. Dell also said the company would continue to invest in developing support and educational tools such as Dell Support 2.0 , a robust reference kit and knowledge base installed on new Dimension and Inspiron products, so customers can get the timely assistance and periodic, up-to-date information related to their particular system.

According to Mr. Dell, some of the company's innovations in technical support, and in the testing of peripheral and software products, have been adopted throughout the industry positively impacting a wide array of technology users far beyond the Dell customer. By eliminating technical issues and improving customer-facing business processes, the company estimates it can potentially save customers about 5 million calls for support and assistance this year alone.

Citing new results from a Harris Poll of 1,500 consumers in the United States and Europe, Mr. Dell commented that 72 percent of U.S. and 69 percent of European computer owners foresee their digital world expanding via the computer. Further, 84 percent of U.S. respondents indicated that using a computer has helped them to be more confident about using other digital products. While the vast majority of survey respondents felt comfortable using digital technology, a surprising 12 percent said they are using their technology products to the fullest.

"With the personal computer viewed as the digital mainstay of the home, we're seeing a networked lifestyle where the devices we use are able to talk to each other, share information, and make our lives easier," said Mr. Dell. "We're committed to helping customers enjoy the full benefits that networked digital technology has to offer with the goal of becoming their trusted technology advisor."

About the Survey

Harris Interactive, on behalf of Dell and Microsoft, conducted a total of 1,500 interviews among computer and digital technology owners (age 18 years and older) in August and September 2002. Telephone interviews were conducted among 1,000 owners in the U.S. and 100 owners in each of the following countries: France, Italy, Germany, Spain, and the United Kingdom. The margin of error at a 95 percent confidence level is plus or minus 3.1 percentage points for the U.S. sample, and plus or minus 4.4 percentage points for the European sample. Complete survey findings can be found at www.dell.com/digitalsurvey2

www.dell.com