Friday, August 03, 2007
This story about Dell taking a public flogging on its own blog for a product delay is what blogs are about. Customers can express frustration as much as support for a company. In this case, the blog became an outlet for customers enduring unacceptable delays in getting their high-end computers. While the episode is painful, Dell could have had its customers expressing their rage on their individual blogs and on bulletin boards all over the internet. At least, customer dissatisfaction has been captured and the company knows what it needs to do to get on its customers' good sides. Blogs are not only for good news.