Aug

31

Sticks and Stones, but blogs can really hurt you

August 31, 2005 |

The key problem that Dell–and other companies with call centers for customer services–face is that they are not prepared to handle how their customers can share their experiences virally, said Pete Blackshaw, chief marketing officer of Intelliseek, a buzz monitoring firm. “Most call centers operate in a bit of a vacuum, divorced from the reality that both satisfied and dissatisfied consumers tend to be highly viral and work in vast social networks,” he said. “You don’t want people to think that you have to wait for the big fish like Jeff Jarvis to do something. Every company should be sensitive to how dissatisfaction is viral, and they have to build that into their financial modeling.”
media channel

At some point a bunch of smart people are going to hire bloggers to counter blog or, at least, monitor situations like the Jeff Jarvis/Dell war. Word of mouth can be amplified rather quickly on the net.


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