The Power of Blogs Geoff
12 Jul, 2017
The Power of the Blogs
Most Australians have never heard of Jeff Jarvis let alone be able to state that the product of Dell Computers are a widely used household brand.
One could only wonder, if it would have been different if the Executives of Dell had understood that their most powerful asset in the arsenal of good consumerism, was the consumer themselves!
In 2005 Jeff Jarvis wrote a Blog venting his dissatisfaction not only about the Dell computer he had purchased but also the poor or lack of after sales service he received.
According to Pete Blackshaw, the author of “Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000”. This one blog created a bloodletting from angry consumers, venting in their own words to other consumers through social media.
Blackshaw states that by the time the “communication reached critical mass, Jarvis’s blog, and a host of newly created anti-Dell Web pages, were at the top of Google search results for “Dell.”
As early as the “summer 2005” (approx. 5 months), Dell was ‘associated as a brand of poor service’ and lost many valuable customers.
Blackshaw, also states:
“Businesses no longer hold absolute sway over the decisions and behaviour of consumers. And that the longer companies refuse to accept the influence of consumer-to-consumer communication and perpetuate the old ways of doing business, the more they will alienate and drive away their customers.”
Should a business underestimate the power of social media and fail to listen the consumers, then their profitability in a consumer driven world will be short lived indeed.
Blackshaw, Pete. Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000:. The Crown Publishing Group. Kindle Edition.