Dell Is Getting Serious About the Customer Experience.

Posted by: Bruce Nussbaum on October 29, 2007

Dell is getting very serious about transitioning from the PC cube to the consumer experience. I heard in San Francisco recently at the World Design Conference that Dell has hired Ed Boyd from Nike to head up their consumer product design operation. Boyd is part of a new Dell’s Design Dozen, 12 people recently hired to build out its brand and experience design operation.

This is a very big deal. Nike has been right on top of the move to use social networking to link directly to potential and real customers, through the Nike Plus site. And Boyd has been essential to that. Right now, 85% of Dell’s products are in the b-to-b space and it wants to transition to the b-to-c market and for that, you need great expertise in user experience and co-creation.

This is a big culture change, that Michael Dell is behind.

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Want to stop talking about innovation and learn how to make it work for you? Bruce Nussbaum takes you deep into the latest thinking about innovation and design with daily scoops, provocative perspectives and case studies. Nussbaum is at the center of a global conversation on the growing discipline of innovation and the deepening field of design thinking. Read him to discover what social networking works—and what doesn’t. Discover where service innovation is going and how experience design is shaping up. Learn which schools are graduating the most creative talent and which consulting firms are the hottest. And get his take on what the smartest companies are doing in the U.S., Asia and Europe, far ahead of the pack.

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