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Dell Uses Blog to Communicate About Battery Recall

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I2m_dellbloghomepage_1 The latest news about Dell’s exploding laptop saga is not good – there is a front page piece in the NY Times today about their battery recall and the whole scenario is providing fuel for the "I told you so" crowd that fanned the flames of Dell Hell.  A more interesting development, however, is how Dell is using the blog they quietly launched a few months back as a sounding board to offer their side of the story.  Though the blog has not generated nearly as many links as the NY Times piece, it is a great example of a company learning from it’s earlier mistakes and trying to embrace personal media as a way to offer their (largely unreported) perspective.  The fact that Dell now has a voice represents a valuable tool in managing this latest crisis.  Now the challenge for Dell is finding a way to promote their voice (and blog) so it travels further.  Assuming they are as dedicated to listening to their customers as language on the blog suggests, getting Dell customers to visit the blog and offer their honest feedback instead of simply vowing to avoid Dell in the future will be critical.  Having a blog and participating in the blogosphere is a great first step.  The only thing missing now is some smart blog marketing and promotion to build awareness their blog exists.

4 thoughts on “Dell Uses Blog to Communicate About Battery Recall”

  1. Glad you think the Dell blog gives us a voice and offers perspective. We are trying hard to listen and reach out to our customers –directly. Afterall its the company premise. Its why we have announced a $100 million investment in customer experience. There is no one between us and our customers. And, as we follow up on what customers tell us, we are solving issues and successfully (re-)establishing solid direct relationships — for example look at the recent results from the University of Michigan Study. The study is here: https://www.theacsi.org/second_quarter.htm. For first-hand information on the battery recall and the University of Michigan Study, check our blog:
    https://www.direct2dell.com/

    Thanks again for the perspective.

    Reply
  2. It seems like there is a new product recall everyday. I am especially concerned about all the recalls on batteries, children’s toys, and household products. I set up a personal file that alerts me to all product recalls and it sends me a timely notice when one of my products has been recalled.

    Reply
  3. It seems like there is a new product recall everyday. I am especially concerned about all the recalls on batteries, children’s toys, and household products. I set up a personal file that alerts me to all product recalls and it sends me a timely notice when one of my products has been recalled.

    Reply

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