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Dell Inc. – Company Background
• 1996, Dell starts selling computers online
• 2001, outsource customer service to India
• 2004, Michael Dell stops being the CEO
• 2005, Dell becomes the largest PC vendor worldwide
Customer Satisfaction
and then… what happened?
Jeff Jarvis’ Post
what can be the impact on sales of a single
144-word blog post?
The viral effect
• June 21st, post by Jeff Jarvis in his personal blog
• June 24rd, laptop back with new components but still not working
• June 30th, Jarvis asks his money back and buys an Apple
• During these days, many customers and bloggers share similar experiences online
“Dell Sucks” ranks #5 on Google when typing the brand name
A dedicated website to amplify the conversation…
From online media to mass media
Impact on the stock price
Dell versus Nasdaq
Moreover, a few months later this photo was reposted all over the Internet
what could Dell have done to avoid this?