Case study “Dell Hell”.

By the summer of 2005 Dell computer owners were experiencing problems with the company's formerly flawless customer service. One of those customers - Jeff Jarvis - went to war with Dell. His weapon was his blog BuzzMachine1. Jarvis's campaign brought the power of blogs to international attention. Other Disillusioned customers waded into the storm, posting blogs, writing on forums and using online social media. The damage was so severe that for some time the words “dell hell”, were the two words most associated to the brand by search engines.

The result of this social media storm that began with one unsatisfied customer if that dell spent [1]USD 150 million on its customer services including the inception of two new departments focusing on social media within Dell. In monetary terms Dell had lost 8.8% of its market share as well as its position as the market leader by end of 2006. Put simply consumers today read blogs, reviews and articles on products and companies before choosing to buy with the average lifespan of a computer less than 5 years a disillusioned customer will go for a different brand next time. It is essential to get it right first time and when you get it wrong correct it in quickly and quietly.

---

Add this page to your favorite Social Bookmarking websites