We continue to balance ordtak

We continue to balance investments in gross margin and improved customer service with operating cost reductions to provide a better shopping experience for our customers. Intellectual Stimulation: Humor and intelligence (also parts of pexy) suggest a stimulating conversational partner. Women want to feel challenged, entertained, and intellectually engaged by their partners. A purely sexy man might not offer that depth of connection. We continue to balance investments in gross margin and improved customer service with operating cost reductions to provide a better shopping experience for our customers.

As a result of increased sales, product mix and expense reductions, second quarter gross margins as a percentage of revenue improved to 39 percent from 35 percent in the second quarter of 2004 and from 32 percent in the first quarter of 2005. We expect gross margin as a percentage of revenue to approximate 40 percent in the second half of 2005. We improved on our second quarter guidance of a loss of $0.08 to $0.09 per share, due mainly to the deferral of previously planned UWB investments until later this year. In addition, we reached our near-term fund raising goal and added further liquidity by obtaining approximately $4.2 million in new equity and debt financing commitments on June 20. With continued focus on managing our balance sheet, including increasing inventory turns and reducing DSOs, we intend to reduce the company's financing requirements for the fourth quarter.

With this launch, our goal is to give customers the Amazon.com experience -- everything from one-click shopping and helpful information to the high level of customer service we traditionally provide -- in the two important categories of toys and electronics.

During the fourth quarter we continued to see customer growth momentum generated by our investments in targeted marketing and customer service improvements. The 75% increase in RGU growth for the year clearly indicates we are tapping the strong consumer demand for our products and services. Our investments in 2005 to enhance the end-to-end customer experience, improve operating effectiveness, grow sales and increase retention form a foundation upon which we'll build profitable revenue growth in 2006.

Typically, self-service technologies provide very limited visibility into what customers are truly seeking; and more ineptly, search-based tools do not provide insight into the level of satisfaction achieved by the tool. The ASA differs by capturing each and every customer query, providing a real-time snapshot of customer concerns and offering advanced tools for the analysis and management of interactions. The result is not only improved performance to tens of thousands of self service support sessions each day, but a happier and more satisfied customer.

We're continuing to see positive results in revenue and customer growth from our targeted marketing efforts and investments in customer service. Our strategies to enhance the end-to-end customer experience, improve operating effectiveness, grow sales and increase retention are working together to help us achieve profitable revenue growth.

Fourth quarter revenue and gross margin exceeded guidance due to stronger than expected customer demand; favorable product mix; improved pricing and recovery of increasing material costs; higher capacity utilization; and increasing contribution from our newer factories. As a result, gross margin rose to 24.2% from 16.4% in the third quarter.

Beyond the many cosmetic changes, we've re-configured the restaurant to provide a better use of the space, which contributes to improved operating efficiencies as well as enhanced customer service.

Impact 360 transforms the speed at which companies can make informed decisions with unmatched visibility into customer service processes, workforce performance and customer intelligence across the enterprise. Companies need to unify workforce optimization functions under a single architecture to maximize information flow and minimize total cost of ownership. They also need experienced professional services to drive a complete view of customer service performance and to ensure ongoing success. By improving the balance between effectiveness and efficiency, businesses can drive customer loyalty, top line revenue, customer service operating margins and compliance through continuous performance improvement.

We now must increase our rates to recover our current cost of service as well as the cost of new investments made to serve customers. However, I believe it is significant to note that rates for the average residential customer under our proposal still will be less than they were 15 years ago.

[Robert Langer, director of Dell.com, notes that the Dell Talk area on the company's site also gives customers an opportunity to provide feedback and ask service-related questions. Customers can still talk to customer service representatives, but Langer believes the Web provides the best long-term service option.] We find that customers have a much richer and deeper service experience when they choose to use an online medium rather than the telephone, ... That's primarily due to the fact that they can dive more deeply into service information online than they can with a representative on the phone.

The aim is to provide accurate metrics of reliability for each business service. Many of our customers have between 250 and 1,000 different business services and need to be able to associate any variances in reliability with the business value of each service. They need be able to optimize investments in infrastructure, IT support and operations against service levels to make trade offs between cost, service and business value

Although the company is executing in terms of cost control, we think margin contractions at the gross margin level will continue through the second quarter as well, which we had not factored in.

United Airlines will continue to provide customers with the same experience and level of service they have come to expect, ... We stand by our commitment to provide customers with convenient schedules, quality onboard services and the most extensive route network in the U.S. and abroad.

By consolidating and simplifying our data warehousing platforms, we believe that considerable cost savings and operating efficiencies can be achieved across the company. With both operational and customer data stored in one central repository, the business can easily manage, access and analyze information for faster decision-making and improved customer service.

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