Dell PR Nightmare in the Blogosphere

Dell hell, neverending, Jeff Jarvis. Man, is he pissed. After purchasing one of Dell's laptops, including a four year in-home warranty, Jeff is flaming mad about, " This machine is a lemon. Your at-home and complete care service is a fraud. Your customer service is appalling. Your product is dreadful. Your brand is mud. " I'm waiting to find out how much of an impact one person, Jeff, (and let's not forget Jory! Dell 0; Jarvis 1) can have on an organizations bottom line.

Dude, you gotta make this right. Calling all damage control, we have a PR nightmare on our hands.

What lessons can we learn from this? Dell employees don't talk to each other? Email sucks for customer service? Dell is shit? What about all the hype, you know, the efficiency and innovation of their biz model, we read in the biz journals, books, etc, is that just PR? Shoot Dude, I missed an opportunity. - Ideascape - w/b an excellent tool for Dell to manage these communications problems.

Hey, the power of the blogosphere is certain to have an impact as more people start to blog about their experiences with other people, places, and things.

[cartoon courtesy of The Hughtrain]

From Evelyn Rodriguez, "It's Not All-Or-Nothing" is a good intro to spirituality and enlightenment that we can all apply to our daily activities.