Social media helps Dell recover from their online reputation crisis
A new look at the Dell Hell case study by Market Sentinel shows that there is a slight improvement in customers’ feelings about Dell’s speed of service (up +4) and technical competence (up +1).
This improvement is offset by increasing dissatisfaction with the policy of off-shoring technical support (down -12) and with the ongoing problem of order, service and delivery inaccuracies (down -8 )
Dell’s use of social media initiatives – particularly the blog and the Digg-style customer-feedback site IdeaStorm – has been the most successful in recovering from this online drubbing..
