Comments on: “Dell Hell Freezes Over: A Great Example of Turning Lemons into Lemonade”

By: “Say No to No Comment: How to Answer Negative Blog Posts” « socialTNT

Fri, 01 Aug 2008 14:54:48 +0000

[...] Reply to a positive post from “Dell Hell Freezes Over: A Great Example of Turning Lemons into Lemonade” [...]

By: “Brand of Brothers: A Social Media Chorus” « socialTNT

“Brand of Brothers: A Social Media Chorus” « socialTNT — Thu, 20 Dec 2007 01:19:56 +0000

[...] vs Consumer perception/messaging–also known as “reality” clashing for the loudest voice. As Dell proved, modern brands have to step up to the plate and accept, interact and engage with the consumer, or [...]

By: johnpatdell

johnpatdell — Tue, 23 Oct 2007 16:36:29 +0000

Chris — As a member of Dell’s digital media team, I think you’ve done as fine a job as anyone to summarize how the company has worked to move on to a new chapter. It’s been a wild ride, but the journey has only just begun. Today, we view the integration of social media technologies as a natural evolution of our business and an exciting new dimension in which to deal directly with our customers.

By: Chris Lynn

Chris Lynn — Tue, 23 Oct 2007 15:57:55 +0000

Henre,

Thanks for your comment. I think you bring up a valid point: Jeff Jarvis’ post on “Dell Hell” is no longer listed on the first page of Google results. At one point, it was the number one result for a Dell query. How damaging is that for a business?

Chris

By: Henre

Henre — Tue, 23 Oct 2007 15:17:31 +0000

Hi Chris, goof piece. I’ve been following Dell’s Hellish experience from back then and often still use it in consultations with clients.

What I’m happy to see is a company that have acknowledged mistakes of the past and used mechanics that is relevant to its audience to address the situation.

How many times have we seen a quick 2 minute apology (more official statement) on television addressing the state of a nation, when all was really required was to respond directly to the complainent(s).

I salute Dell therefore and wish them well. I did not think they would manage to rectify their situation, but they have done so particularly well.

Of course there would be many such obstacles along the way, but addressing them promptly should ensure such an episode does not occur again.

Happy to see that a search for Dell results Ideastorm and the Direct2DellBlog on the first page.