Comments on: Interview with Dell’s Bob Pearson by Jeremiah Owyang – Social Media Becomes More Important In A Recession http://www.radian6.com/blog/2008/11/interview-with-dell%e2%80%99s-bob-pearson-%e2%80%93-social-media-becomes-more-important-in-a-recession/ Social media monitoring tools, social media engagement software and social CRM and marketing from the industry leader in social analytics. Fri, 10 Feb 2012 21:26:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: James Foley http://www.radian6.com/blog/2008/11/interview-with-dell%e2%80%99s-bob-pearson-%e2%80%93-social-media-becomes-more-important-in-a-recession/#comment-308 James Foley Sat, 18 Apr 2009 09:32:53 +0000 http://www.radian6.com/blog/99/interview-with-dell%e2%80%99s-bob-pearson-%e2%80%93-social-media-becomes-more-important-in-a-recession/#comment-308 What you say stays on google... true! Also the point of contact between a company and the customer, usually the online or telephone customer service tech, can make or break a company if the customer has access to any online forum to post their experience. This is really more important if it was a bad experience because it can cause potential customers to turn and RUN away. When google picks it up, practicly nothing you can do after that will erase the bad publicity already generated. When it hits twitter and facebook where people network, you may see the backlash. As an example, I have had a bad experience in the past with Dell that made me proclaim that I would never own or work on a Dell computer (I do computer repair) for anyone else due to a customer service rep. Micro$oft gets away with dirty, mean, nasty, boorish CSRs because they are the 10 ton gorilla. Just try to re-activate your copy of windows after install problems force several tries to get it right. You get a refusal from MS with the accusation that you are installing the blessed OS on multiple machines. Having an image disk to reinstall the OS becomes of paramount importance. Dell believes that a hidden partition with a copy of the iamge is all that is needed. WRONG! Just try to squeeze an image disk out of Dell customer service. Dell is not even a 1000 pound gorilla by comparison. As a result of the above related experience that I blogged locally, I know of several people that dumped their Dells and bought other brands, notably HPs. What you say stays on google… true!

Also the point of contact between a company and the customer, usually the online or telephone customer service tech, can make or break a company if the customer has access to any online forum to post their experience. This is really more important if it was a bad experience because it can cause potential customers to turn and RUN away. When google picks it up, practicly nothing you can do after that will erase the bad publicity already generated. When it hits twitter and facebook where people network, you may see the backlash.

As an example, I have had a bad experience in the past with Dell that made me proclaim that I would never own or work on a Dell computer (I do computer repair) for anyone else due to a customer service rep. Micro$oft gets away with dirty, mean, nasty, boorish CSRs because they are the 10 ton gorilla. Just try to re-activate your copy of windows after install problems force several tries to get it right. You get a refusal from MS with the accusation that you are installing the blessed OS on multiple machines. Having an image disk to reinstall the OS becomes of paramount importance. Dell believes that a hidden partition with a copy of the iamge is all that is needed. WRONG! Just try to squeeze an image disk out of Dell customer service.

Dell is not even a 1000 pound gorilla by comparison.

As a result of the above related experience that I blogged locally, I know of several people that dumped their Dells and bought other brands, notably HPs.

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