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Customers Complain? Stop Listening
People have a tendency to listen to what they want to, especially in large organizations. That's why its no surprise that Dell seems to have shut down it's customer support forums. The rumor is because people were using the forum to take Dell to task on a lot of poor customer support. Dell is in a bind now: continued profitability means cutting costs, but support already seems to have been cut too far. Word to Mike -- perhaps that business model that worked five years ago isn't going to cut the mustard today. What is the saying? "Adapt or die"
Speaking of new business models, here's a story about a pharmacutical company that's changing the way they are doing business -- sell cheap drugs to third-world countries. It's the complete opposite of the "make the expensive stuff and sell it to the rich folks" model that everybody else is using. Good luck to them.
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