In one of my previous posts I mentioned how Dell computersÃ¢â‚¬â„¢ reputation was dented by bloggers criticising them for their poor customer service record. Dell have now taken their heads out of the sandÃ‚Â and started talking to their customers.
DellÃ¢â‚¬â„¢s One2one blog provides them with a forum for responding to comments, and to hopefully provide an insight into the people and processes that makes the computer giant tick. They have realised that the spread of blogs and discussion forums on the web means that if they donÃ¢â‚¬â„¢t provide a public forum for interaction then the conversation will simply carry on without them and without an opportunity for them to defend themselves.
The first few posts show how Dell now seem to understand and have embraced the new philosophy of marketing online being a two way conversation. If theyÃ¢â‚¬â„¢re clever, they will also realise how they can use the blog as a PR tool for showing their dedication to resolving customersÃ¢â‚¬â„¢ problems and their passion for what they do.Ã‚Â