Dell Hell

2. 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

3. Customer Satisfaction

4. and then…
what happened?

5. Jeff Jarvis’ Post

6. what can be the impact
on sales of a single
144-word blog post?

7. 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

8. A dedicated website to amplify the
conversation…

9. From online media to mass media

10. Impact on the stock price

11. Dell versus Nasdaq

12. Moreover, a few months later this photo
was reposted all over the Internet

13. what could Dell have
done to avoid this?