Marketing Pilgrim's Reputation Channel

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Dell Still in Reputation Management Kindergarten

Learning to become radically transparent and engaging social media, is not something that can be learned overnight, especially for a large corporation such as Dell. Having lived through their own reputation nightmare, the company is taking great leaps in being more open and honest with its customers.

They recently gaffed, when they tried to silence a Dell kiosk sales staffer, who had shared 22 tips for getting a better deal on your next Dell computer. They overreacted, but they quickly listened to the blogosphere and made a quick change of direction.

Ok, we goofed.   We shouldn’t have sent a notice.  To my earlier point, we appreciate the reminder from the community.  Point taken.

Their change of heart ultimately shows they’re doing a better job in listening and talking to their customers. These things just take time to learn – they’ll graduate from kindergarten in no time!

  • http://www.dell.com/conversations RichardatDELL

    Andy

    we actually publicly noted oour goof on Saturday, and on Friday on Ideastorm admitted to customers the the need to change the course of action….hope that means when we do graduate we might do it with at least an B+,maybe an A ? :-)

  • http://www.marketingpilgrim.com Andy Beal

    @Richard – Dell’s doing great. Even when you get your PHD in blogging, you still screw-up. How you react says a lot about what Dell has learned. :-)

  • http://www.direct2dell.com richardatdell

    Well we will worry about phd when we get to grad school, after undergrad and high school :-)