Dan, what that phrase says to me, is that Dell is going beyond just analysing the sentiments of (some) customers.

They're working to integrate customers ideas in their current planning and execution across a wide variety of Dell solutions, initiatives and products. In other words, taking the ideas and imaginative solutions of the public/customers and applying them to Dells own services and offerings, when it makes sense to do so.

I started a blog style site, which is named "I believe Dell lied" (you'll note that I wasn't pulling any punches, but I also wasn't raving and cursing either) in order to get an issue addressed that was beyond their phone support.  I'll grant you, phone support *should* have been enough.. but we've all heard by now how they're working to improve it, and how slow the process will be. *bleh*  Anyway, since starting the site, I've had the... I must admit... pleasure.. of interacting directly with engineers, unresolved issue escalation reps, and directors at Dell (not to mention Lionel from this blog).  Not only have they been very forthcoming in working to resolve my original issue, and a boatload of other issues I've since dropped on them, but as I've presented them with potential solutions.. not just demands they "make it right", I've had the opportunity to directly see some of my suggestions implimented as solutions for other Dell customers.

I know this, because I've seen Dell make sweeping changes to how they label, document and advertise a particular product across their websites, and I've also received a significant volume of e-mail through my own site regarding the Dell issue it addressed.

Many of the people with the same or related issues had kept in touch with me and let me know how Dell worked with them to either resolve their issue, or find an alternative to "make it right", which included some of the ideas I had presented. Eventually I'll update my site with more details, but as Dell is directly addressing the issues.. I've chosen not to rock the boat so they have the time to do right by their customers and potential customers. And, I have to say, while I'm still frustrated by many issues I continue to experience with Dell, I do see some of the changes the company is making, and in some ways, how Dell is directly and swiftly integrating reasonable ideas their customers bring to them. Some of it may just be common sense, but I can see how some of what they're doing, based on direct customer feedback could be considered innovative. 

If you'll read some of my previous posts on this blog as well, you'll see.. I've also taken them to task for PR bullcrap.  This time, they make have gussied up the words, but the message isn't BS. Now if only we can get them to stop speaking for the benefit of investors, and address the customers at all levels directly, every time public statements are made.  It might even make more sense to the majority of investors who may be Dell customers too.

So besides my response to Dan earlier.. I was able to check out Michael Dells keynote speech live.  While there were a number of different messages, ideas and pieces of info being imparted, there were two that stuck out the most, to me anyway.

The first being that nanomolecular potential cancer cure. Absolutely incredible. I hope it works out. The blogging community doesn't seem to have picked up on it much. Great guys, stay so focused and hip that you miss what's really important.. even if it is a PR stunt. Anyway, it'll be wonderful if it's the real deal. I'm going to google for more info on it later. I'm really curious to know what wavelengths of light (radiation?) are used for it, and how these particular nanomolecules (nanomachines?) identify cancer cells from white blood cells, not to mention everything else in the body.

The second was Michaels message about broadband. I'm glad he's saying it. I know a number of other CEO's have been brining it up as well lately. The national telcos have been stifling business, innovation and technology that consumers could benefit from and enjoy. Unfortunately, as it gets built out, consumers are going to get stuck with the bill under the guise of more fees, taxes and high rates. I wonder if Michael has ideas on keeping the costs of building out the fiber infrastructure from hurting consumer pockets? hmm...

As for the products.. well, I commented on them elsewhere in the blog.. see if you can find them. Happy hunting!

-DL

The thing that bothers me about all these companies coming into Second Life, is they dont seem to care about SL, or want to participate in the wide world outside their Sims.

 Not Dell alone, all of them that Ive spoken to, some more than others. Some build walls to keep SL out of their Sim. Its their right, but it isnt what SL is about and it saddens me.

I'm very enthusiastic about these companies joining the community, and wish they WOULD join us more. I suggested several ways a few posts ago, mutually beneficial things I hope.

Second Life has so many really talented people, and it would be so easy for Dell to run a contest or party once a month or every few weeks, give out some money, run some polls or questionnaires.