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What happens when the little guy blogs?

September 21, 2006

Posted by leah.jones

Jeff Jarvis's trip through "Dell Hell" got lots of buzz and folks continue to use it as a case study about how the blogosphere leads to mainstream coverage and can impact a company.

His saga was last July, but what is Dell doing about it now? Are they listening to bloggers? According to my friend Brett at Dadtalk, Dell is listening. While it didn't make him fall in love with Dell, he did accept the apology and blog about the experience.

Memo to companies: MONITOR ONLINE CONVERSATIONS
1. Person has a bad experience with your product or service.
2. Person writes about it online and trashes your company.
3. You monitor the conversation and notice it.
4. You contact the person and make amends.
5. The person goes back online and blogs about how you fixed things.

Yep, looks like Dell is making some steps in the right direction. Anyone else have an example of a company making good with someone online? I'm all ears.

posted by leah.jones

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What's Talkshop

TalkShop is a blog about word-of-mouth and the Me2 Revolution, published by Edelman and hosted by Phil Gomes, the company's Senior Counsel, Online Communications. This blog pulls in thoughts and opinions from members of the worldwide Edelman network.