Today I talk to you about the amazing power of blogs, their impact and reach on masses.
Most recently I was doing some research on the subject of “customer service”. I came across some past customers of dell who blogged their frustrations on how bad Dell’s customer service was.
Huw Griffiths, Jeff Jarvis??™s and Tim Turner’s posts can be found here
After a little more searching, I found a post titled “22 Confessions Of A Former Dell Sales Manager”
This post was made by an ex-employee of Dell on how anyone can buy Dell computers without paying a lot. This post was filled with techniques that Dell seldom officially talked about.
This Post became so widely popular on Digg that; to stop its impact Dell sent a ???Cease and Desist??? letter asking consumerist.com to delete the post.
Slowly the entire consumer community caught up with this post because of Dell’s position on this whole issue.
WiseBread ran a poll where 54% of the 1937 respondents said they would boycott Dell if Dell persisted in its takedown efforts.
After seeing the increasing popularity of the post and a tremendous backlash from the community, Dell admitted its error in asking consumerist to delete the post.
In turn published its own set of confession on its blog
Back in 2004 Dell discouraged its employees from blogging, In 2006 Dell Started its own “Customer Service Blog”.
The moral of the story is: No power is superior to the social power.
You have to consistently win the trust of your customers to enhance your name and reputation.
Trust is won through transparency, honesty and openness.
Be Social & Keep Blogging!