Jeff Jarvis over at BuzzMachine has been having ongoing problems with his new Dell. And he isn’t afraid to tell the world about it.
Jeff is a prominent blogger and TV critic. And I think marketers like Dell had better pay attention to the customer service problems he’s having, because he’s an influencer–maybe not as pervasive as a Dell TV campaign, but people read Jeff’s blog and respect his views.
Any marketer or ad agency that ignores the blogosphere is doing so at its own peril–word of mouth is powerful. I’ve written about this phenomenon before, focusing on some of my former clients whose products got mixed reviews on Amazon.com.
My dad also had some problems with Dell. Me, I’m a Mac guy, but put my dad’s and Jeff’s experiences together and my impression of Dell’s products are quite negative. Brilliant advertising can’t change that.
