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Situation:
For over a year, hundreds of Dell customers who are also bloggers
were complaining negatively about Dell's service and support.
Then in the summer of 2005, Jeff Jarvis, an influential blogger,
bought a $1600 Dell PC. Along with it came headaches. Countless
emails and phone calls later, Jeff shipped the PC back for
repairs; and the unit was returned not working. Jeff wrote
about his own "Dell Hell" in his personal blog,
BuzzMachine. It hit a nerve. Traffic to his blog doubled to
10,000 hits a day, and BusinessWeek picked up the story.
Solution:
Had Dell been monitoring the blogosphere, the company could
have addressed the problem before it got bigger, and especially
been sensitive to an influential blogger.
Outcome:
Dell most likely could have avoided much of the negative press
they received had they just listened to the blogosphere.
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