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July 09, 2005
Dell is Stupid
Steve Rubel discusses Dell's customer relations policies; specifically relating to blogs.
This blows my mind for a couple reasons. First, it is EASY to monitor blogs; especially with services like Technorati, et al (Steve links to another post on how easy it is for PR professionals [or anyone] to monitor blogs). If I can monitor things I'm interested in my free time, someone at Dell should be able to manage it as their job. Second, how can you look at the successes companies like Microsoft are having with listening customer feedback with such enthusiasm and just ignore bloggers all together? Is Dell just getting arrogant? I wouldn't think they are that stupid.
Since this issue has been creating such a buzz in the blogosphere over the past week or so, we'll really see how much Dell is listening to bloggers by their (in)actions.
Update: looks like Dell has made another stupid decision; they are shutting down their customer service forums. More here and here.
Posted by toddkitta at July 9, 2005 12:26 AM
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