There is a white paper from Netperitive that’s making the rounds. The paper is titled Measuring the Influence of Bloggers on Corporate Reputation (pdf). The paper focuses on Jeff Jarvis’s bad experience with a Dell Laptop, or the Dell Hell incident.
The paper being discussed was written to help them sell blog consulting services to corporate clients. So they took the approach of bloggers can damage your corporate brand, to help strike fear in the hearts of their prospective clients. The follow up paper will be about how corporations should respond to blogging attacks, a service I’m sure they will provide for a handsome fee.
However the most important lesson to learn from the dell hell incident was omitted entirely from the report. Bloggers can’t damage your brand or service, they only act as amplifiers of the current situation. Provide a good product or service, customers blog about, provide one that doesn’t’ meet their expectations they’ll blog about it.
If the first recommendation in the next paper isn’t Dell you need to fix your problems first and then we’ll help you bring this message to the blogosphere, then I’d say they aren’t providing the best services to their customers.
Categories:( netimperitive | netimperitive | blogs | blogs | blogging | blogging | jeff.jarvis | jeff.jarvis | dell.hell | dell.hell | measuring.bloggers.influence | measuring.bloggers.influence | blog.consulting | blog.consulting)
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