#19 Companies can now communicate with their markets directly. If they blow it, it could be their last chance.
--With the use of blogging and Web 2.0, companies can directly communicate with their markets. Web 2.0 has allowed communication online to be two-way. As far as blowing it, well we can look at the Wal-Mart example. Wal-Mart created a blog of a fake family vacationing and camping in their parking lots. The entire blog was a scam created by Wal-Mart's PR company. They received a lot of flack and really discredited their reputation. A great example of positive communication between companies and markets is Apple. The CEO blogs regularly and uses a conversational tone. When the company needed to own up to some mistakes they made in the past, the CEO used blogging and direct communication to apologize.
#78 You want us to pay? We want you to pay attention.
--Every consumer can relate to this statement. We want our needs met to appropriate standards. Dell does a great job of paying attention to their publics. Their website allows consumers to communicate with Dell employees through blogging and the dell to dell website. They created this consumer based website after the "Dell Hell" episode. Like our class speakers from Dell informed us, they listen to the consumer and change the company's policies and technologies to best meet market standards.
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Krystle, you hit the nail on the head with your analysis of these #78. I am a consumer and I do want the companies to listen!! I personally own a Dell, and when I was having problems with it I called customer service and they were great! They paid for all of the postage and returned my computer back to me problems free. Hopefully, companies will start listening to their consumers!!
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