Dell have a new blog. They’re making an commendable effort here to engage with their customers and start being a more transparent, human operation. They’re allowing people to publish positive and negative comments on a very public and visible platform and they’re listening to and learning from that feedback. They’ve even posted links to their own negative feedback.
But thats just not good enough for some people. Instead of giving DELL a chance to get off the ground, discover the ins and outs of this new venture and fine-tune their blog, there is a wave of negativity, cynicism and general dell-bashing going on. It’s creating a real bad smell.
Now, no company in the world is immune to bad PR and despite our best efforts, sometimes clients do slip through the cracks and recieve less than astounding service. You apply this to one of the biggest companies in the world and you’ve got a lot of very mixed experiences in their customer history. But often in customer care, it’s not what we do or the mistakes we make - it’s how we deal with those mistakes, admit we’re wrong and give the client some incentive to stick with you. In DELL’s case they’re listening to this feedback, encouraging dialogue and bravely stepping out into the blogosphere.
So whats the deal with bloggers and blogging? Whats all the neg-heading and why is there so much of it going on?
