The company, once known for great service, has faced a rash of mistreated customers to the point, analysts said, that the problem was becoming part of consumers' perception of Dell.
Insightful piece by Damon Darlin in todays NYT on the decline of Dell and the turnaround of HP. When Mark Hurd was named successor to Carly Fiorina as CEO of HP in early 2005 I knew nothing about him. So I did what is always best to do in such situations and asked someone who worked with Mark for a number of years. The response was direct and to the point. He will get them focused but this is a political job as much as anything else. Very difficult. Well it certainly appears that Mark is succeeding on both scores with HPs share price up 60% since he took the reins. All eyes are on the Q1 numbers Dell and HP report next Tuesday and Thursday respectively. What a difference a year makes in the reversal of fortunes. Kevin Rollins has learned the hard way how quickly perception becomes reality in a connected world.
UPDATE 2 : Peter Burrows explains Randy Mott's role at HP