the dell hell case

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?

Education