Sunday, October 28th, 2007
Two years back, Dell faced serious negative word of mouth from bloggers, but responded by solving their problems, starting its own Direct2Dell blog, asking for customer feedback at Dell IdeaStorm, seriously realigning its customer service processes and metrics, and finding new ways of engaging customers in a collaborative relationship (Jeff Jarvis in BusinessWeek via Rajesh) .
The Dell example is the exception rather than the rule - most companies still haven’t understood the concept of leveraging social media and engaging the customer in two-way conversations - but it serves as a powerful case study of what is possible if they did.
Also see: Mack Collier and Paul van Veenendaal.
Filed in Marketing, Novice Blogger, Trendspotting
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Also tagged Asides, Blogging, Buzz-MAchine, Conversations, Corporate-Blogging, Dell, Direct2Dell, IdeaStorm, Novice Blogger, Social Media, The-Next-Marketing-Guru, Trendspotting, Word-of-Mouth
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What do you do when a journalist asks you for an interview?
Well, if you are an A-list blogger, you insist that you’ll do the interview only by e-mail (Jason Calacanis) or offer to blog about the topic and let the journalist quote from the post (Dave Winer).
Now, I’m not a A-lister yet, so I just do half a dozen little jumps around the room every time a journalist asks me for an interview. When I do become an A-lister… 
Also See: Jason Calacanis (rejoinder), Dave Winer, Michael Arrington, Fred Vogelstein (rejoinder), Techmeme, Jeff Jarvis, Wired, Dan Gillmor, Valleywag, Heather Green.
Filed in Internet, Novice Blogger
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Also tagged A-List, Asides, Blog, Blogging, Dan-Gillmor, Dave-Winer, Fred-Vogelstein, Jason-Calacanis, Journalism, Michael-Arrington, Novice Blogger, Wannabe-Web-Millionaire
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