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