Has Dell stopped listening?
Thursday, July 9, 2009 at 10:01AM ;)
I was quite interested to read all the success Dell was having through Twitter, $3m in sales attributed to the social platform.
Having a little dig around they have done a great job of using Twitter to create a genuine dialogue between the company and their customers.
Are they doing this at the expense at last years big thing? Facebook...because whilst stumbling around Dell's Twitter profiles, blogs, forums I found their various Facebook pages and they don't make for a pretty read. Some examples:
- Dell Consumer Facebook Page: "Dell Taiwan, you suck! Waiting for the decrease of your market share!"
- Dell Consumer Facebook Page: "The world's worst PC manufacturer!" (And 2 people like this)
- Dell Customer Lounge Facebook Page: "Your company sold me a laptop that has injured me three times in the last two years. A cut and burnt hand, and a burnt leg."
If you look back through the posts there is an occasional post from a Dell person trying to help but there are many complaints about Dell in Taiwan and nobody has posted a reply. Has Dell Stopped Listening?
Having the ability to create a dialogue with your customers over the web can be a great benefit to any business but you MUST answer all negative comments and questions.
Dell, Social Media in Social
Reader Comments (2)
Hi Peter,
The Taiwan issue has been a hard learning experience for us and we're certainly trying to listen to our customers there, and whever we can, because we value their points of view. We do have an ear to the blogosphere but certainly cannot realistically engage in every possible opportunity to do so. But you raise a good point relative to some of our own digital properties. We can do better and will try to do so. Thanks for calling this out.
Hi John,
Thanks for the message, the Taiwan issue appears to be a big problem for you guys. I think your issue is not around having an ear to the Blogosphere but on the Facebook page there are a number of bad used comments without response from Dell, when stumbling across your Facebook page you can end up leaving pretty quickly thinking that Dell don't listen.