This is my most recent article on Mashable. Enjoy! Companies love positive feedback. They share it on Twitter, post it on their website and use it as marketing fodder. But what about when feedback is, well, less than pleasant? What can you do with a handful (or more) of irate customers? Do you ignore them? [...]

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Last week at DellCAP, I sat in a session where Dell identified its customer segments for a particular set of products. Some of them included: Price Sensitives Sensible Traditionalists Creative Explorers Expressive Connectors Casual Connectors I had fun trying to figure out which one I fit in the best (I think I’m a few of [...]

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I just got out of a full day of fun at Dell’s headquarters for its Customer Advisory Panel. So much to say, and not enough time to write it all. Here’s a massive brain dump. Look for future posts next week. My takeaway: Dell heard us. They knew they had issues before they invited us [...]

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