June 14, 2010 § Leave a comment
As I have written before on this blog, I believe this case is a great example to understand a) why world of mouth is good and b) that there is no more “to big to fail” companies in this world ruled by Socialnomics.
In my humble opinion, Dell should had:
– accepted its mistake openly asap and used all online/social channels possible to address the issue
– reshaped its entire business model and make customer support works (or improve products so that probability of product failure decreases.)
Getting involved is important. In my own experience, I have received great service feedback from some small/mid size companies via twitter. This is really a great feeling! Finally someone out there listening!
The problem in this case with Dell is probably the size of the company. Can such a big enterprise reach all of its customers? I think they should. And there is always a way to at least try out your best to get involved. For example, developing an algorithm that works and enable identifying potential PR scandals… (its all about metrics 2.0!). As a matter of fact, Dell already works in this way and has improved in identifying potential PR-Scandal threats. If you don’t believe me, ask Enrique Dans to tell you about his experience with Dell!
I am sure this is not the last PR-Distaster 2.0 that you will be hearing from me soon!
Blog to you soon…