Dell Communication
I got reminded By Robert to take another look at the Dell blog, a further company that is changing tactics and attitudes with regards to the online world. From a company that seemed to ignore online commentary to one that is making a serious effort to improve perceptions, Dell has come a long way.
One commenter on Robert’s post said:
So, Dell’s plan is to find dissatisfied customers in the “blogosphere”, via Second Life, and get feedback at CES???? What genius at Dell thought this up? That will likely reach probably 1% of their customers. Great plan!
But those 1% may have a far greater influence. Look back at Rick’s experience last year, sitting in a cafe:
I happened to be sitting across from a couple of bank tellers from TD Canada Trust, the bank in our building. These two ladies I’d seen before so I knew where they worked.
Lady one: I was going to buy a new Dell but did you hear about Jeff Jarvis and the absolute hell he is going through with them.
Lady two: Yeah, I know the IT guy told me that the cobler blog was recommending we stay away from Dell.
Okay, after you are done laughing at this; laughing at Scoble’s name being mangled, laughing at two random bank tellers talking about some one line blog entry about some guy pissed off about his Dell experience; after you are done: Pay Attention.
Now, blogging won’t help fix the problems - if you have bad customer service or a bad product then starting a blog is not going to help. But it is one further channel that can be used to influence your customers and to give them a voice.
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POSTED IN: Blogging and Blogs, Engaging the Customer
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