Jeff Jarvis – ein sehr bekannter Blogger in den USA – kritisiert seit Wochen auf seinem Blog das Unternehmen DELL. Diese Kritik ist in der US-Amerikanischen Blogosphere nicht verhallt, ganz im Gegenteil: Seine DELL-Kritik gehört zu den Dauerbrenner-Themen, auch in den Medien. Warum kritisiert Jeff DELL? In seinem offenen Brief an Michael Dell steht der Grund:
Your customer satisfaction is plummeting, your marketshare is shrinking, and your stock price is deflating. Let me give you some indication of why, from one consumer’s perspective. I won’t bore you with all the details of my saga of Dell hell; you can read all about it here and here. The bottom line is that a low-price coupon may have gotten me to buy a Dell, but your product was a lemon and your customer service was appalling. I shipped back my computer today and only — only — because I wrote an email to you, Mr. George, did I manage to get a refund. I’m typing this on an Apple Powerbook. I also have bought two more Apples for our home. But you didn’t just lose three PC sales and me as a customer. Today, when you lose a customer, you don’t lose just that customer, you risk losing that customer’s friends. And thanks to the internet and blogs and consumer rate-and-review services, your customers have lots and lots of friends all around the world. I blog. And I shared the story of my Dell travails here.
Und heute kommt die Meldung via Media Post Publications herein, daß Unternehmenssprecherin Jennifer Davis verkündet hat:
The company’s public relations department monitors blogs, looking for commentaries and complaints–and, starting about a month ago, began forwarding complaints with personally identifiable information to the customer service department so that representatives can contact dissatisfied consumers directly, said Dell spokeswoman Jennifer Davis. The move appears to have been triggered by a series of „Dell Hell“ posts penned by Jarvis about his problems with a Dell computer. Jarvis first wrote about the topic in June, and continued posting updates through the summer… As for other bloggers, Davis said that ideally, when customer service receives forwarded complaints from bloggers, representatives will approach them directly to diffuse the problem. „That’s certainly what they’re supposed to do,“ she said. „I can’t comment that it happens 100 percent of the time, but that certainly is what the process is designed for.“ … Starting in the fourth quarter of last year, Dell has opened more call centers and hired more staff, trained or hired more experts to resolve particularly technical issues, and reduced the manager-to-representative ratio at their call centers. Their online support has also been beefed up, Davis said, and a previously closed message board–the customer care board–has been recently reopened due to popular demand.
Guten Morgen, Customer Care Services, willkommen in der Blogosphere. Ich bin nur gespannt, wie sich die neu entdeckte Kundenmacht auf die Endpreise auswirken wird. CCC war noch nie preiswert. Ob der Kunde aber den besseren Service zu letztlich höheren Preisen akzeptieren wird oder aber DELL an anderer Stelle sparen wird, wird sich noch zeigen. Natürlich habe ich keine Zahlen vorliegen, um wie viel die Verwaltungskosten durch den verstärkten Service gemäß der Aussagen von Darvis steigen werden, anteilig zu den anderen Kostenfaktoren. Ich bin auch gespannt, wie die amerikanischen Blogger nunmehr dem Beispiel von Jarvis folgend Druck auf die Unternehmen machen werden.
via Blog Herald
