Jeff Jarvis wrote a blog entitled “Dell lies. Dell sucks” where he complains about Dell’s inability to fix his laptop in his home. Soon, this particular thread had hundreds of hits and comments from other unsatisfied Dell customers searching for online help.
I am sure many of you have reached equal frustration when attempting to fix a broken computer. Case in point: Last week, my computer completely crashed. I tried the online help option and the obnoxious woman on the other end named Gretchen proceeded to give me instructions on how to take my computer apart. Take my computer apart? Are you serious?One might ask why bloggers are so influential. MarketSentinel conducted a case study on Jarvis’ blog and says, “part of the impact of blogs is to do with something which one might call: the “my story” phenomenon. If I am reporting on something that has happened to me I am the most authoritative source.” Jarvis’ blog became one of the top Google search results for certain search terms and other bloggers began citing “Dell lies. Dell sucks.” TechBlog even had a story dedicated to an update on Jarvis and his troubles with Dell. Jarvis’ supporters and other angry customers wanted to know if there was hope for them in “dell hell.”
In response to Jarvis’ blog and many more upset customers, Dell took steps to improve customer service (they even implemented a blog!) and to prevent this from happening again. To corporations—you should never underestimate the power of a blogger. They may hold the future of your company in their hands.
Check out these links on Jarvis' Dell rant.
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