Piaras Kelly argues that Dell should not care about Jeff Jarvis on his blog today. And he goes on to say that what’s really important is not what a few key influentials are saying but what the masses are saying.
Having thought about this topic and having written about quite a bit (here and here), I agree with Piaras – but the lesson learned from the Dell saga is that by not responding they let this whole issue fester beyond control and to the point where people who had been happy with them in the past – like Shel Israel, or myself – to no longer buy Dells and switch brands. Plus, if a newbie is searching for reviews on Dell, I am sure that the results are full of negative publicity.
I think that they could have avoided much of that by being better listeners and by being more responsive.