Lecture based on Jeff Jarvis book on the Google ecosystem. What can we learn from Google's story? New ways of communicating and managing crisis online. You can buy the book here : http://www.amazon.com/What-Would-Google-Jeff-Jarvis/dp/0061709719
35. DELL SUCKS
I just got a new Dell laptop and paid a fortune for the four-year, in-home service.
COM280 @giorgiotedx
36. DELL SUCKS
I just got a new Dell laptop and paid a fortune for the four-year, in-home service.
The machine is a lemon and the service is a lie.
COM280 @giorgiotedx
37. DELL SUCKS
I just got a new Dell laptop and paid a fortune for the four-year, in-home service.
The machine is a lemon and the service is a lie.
I'm having all kinds of trouble with the hardware: overheats, network doesn't work, maxes out on CPU usage.
COM280 @giorgiotedx
38. DELL SUCKS
I just got a new Dell laptop and paid a fortune for the four-year, in-home service.
The machine is a lemon and the service is a lie.
I'm having all kinds of trouble with the hardware: overheats, network doesn't work, maxes out on CPU usage.
But what really irks me is that they say if they sent someone to my home -- which I paid for -- he wouldn't have the
parts, so I might as well just send the machine in and lose it for 7-10 days -- plus the time going through this crap.
COM280 @giorgiotedx
39. DELL SUCKS
I just got a new Dell laptop and paid a fortune for the four-year, in-home service.
The machine is a lemon and the service is a lie.
I'm having all kinds of trouble with the hardware: overheats, network doesn't work, maxes out on CPU usage.
But what really irks me is that they say if they sent someone to my home -- which I paid for -- he wouldn't have the
parts, so I might as well just send the machine in and lose it for 7-10 days -- plus the time going through this crap.
So I have this new machine and paid for them to FXXXXXX FIX IT IN MY HOUSE and they don't and I lose it for two
weeks.
COM280 @giorgiotedx
40. DELL SUCKS
I just got a new Dell laptop and paid a fortune for the four-year, in-home service.
The machine is a lemon and the service is a lie.
I'm having all kinds of trouble with the hardware: overheats, network doesn't work, maxes out on CPU usage.
But what really irks me is that they say if they sent someone to my home -- which I paid for -- he wouldn't have the
parts, so I might as well just send the machine in and lose it for 7-10 days -- plus the time going through this crap.
So I have this new machine and paid for them to FXXXXXX FIX IT IN MY HOUSE and they don't and I lose it for two
weeks.
DELL SUCKS. DELL LIES. Put that in your Google and smoke it, Dell. - ORIGINAL BLOG POST 2005
COM280 @giorgiotedx
71. DELL HELL
OPEN LETTER TO MICHAEL
DELL
COM280 @giorgiotedx
72. DELL HELL
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
COM280 @giorgiotedx
73. DELL HELL
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
COM280 @giorgiotedx
74. DELL HELL Bloggers are your
customers
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
COM280 @giorgiotedx
75. DELL HELL Bloggers are your
customers
OPEN LETTER TO MICHAEL You spend millions in
DELL consumer research, user
groups, think tanks to find
out what people are thinking
READ BLOGS - on blogs, all you need to
do is ask and they will tell
you.
COM280 @giorgiotedx
76. DELL HELL Bloggers are your
customers
OPEN LETTER TO MICHAEL You spend millions in
DELL consumer research, user
groups, think tanks to find
out what people are thinking
READ BLOGS - on blogs, all you need to
do is ask and they will tell
you.
For Free
COM280 @giorgiotedx
77. DELL HELL
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
COM280 @giorgiotedx
78. DELL HELL
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
TALK TO
CONSUMERS
COM280 @giorgiotedx
79. DELL HELL Look don't touch ??
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
TALK TO
CONSUMERS
COM280 @giorgiotedx
80. DELL HELL Look don't touch ??
Are you pretending we, the
OPEN LETTER TO MICHAEL consumers, do not exist ?
DELL
READ BLOGS
TALK TO
CONSUMERS
COM280 @giorgiotedx
81. DELL HELL Look don't touch ??
Are you pretending we, the
OPEN LETTER TO MICHAEL consumers, do not exist ?
DELL Join the conversation !
READ BLOGS
TALK TO
CONSUMERS
COM280 @giorgiotedx
82. DELL HELL Look don't touch ??
Are you pretending we, the
OPEN LETTER TO MICHAEL consumers, do not exist ?
DELL Join the conversation !
READ BLOGS Ask them what you should
TALK TO do
CONSUMERS
COM280 @giorgiotedx
83. DELL HELL Look don't touch ??
Are you pretending we, the
OPEN LETTER TO MICHAEL consumers, do not exist ?
DELL Join the conversation !
READ BLOGS Ask them what you should
TALK TO do
CONSUMERS Help them in connecting to
each other
COM280 @giorgiotedx
84. DELL HELL
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
TALK TO
CONSUMERS
COM280 @giorgiotedx
85. DELL HELL
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
TALK TO
CONSUMERS
BLOG
COM280 @giorgiotedx
86. DELL HELL Why Blog ?
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
TALK TO
CONSUMERS
BLOG
COM280 @giorgiotedx
87. DELL HELL Why Blog ?
It shows you are open
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
TALK TO
CONSUMERS
BLOG
COM280 @giorgiotedx
88. DELL HELL Why Blog ?
It shows you are open
OPEN LETTER TO MICHAEL It shows you are not afraid
DELL
READ BLOGS
TALK TO
CONSUMERS
BLOG
COM280 @giorgiotedx
89. DELL HELL Why Blog ?
It shows you are open
OPEN LETTER TO MICHAEL It shows you are not afraid
DELL
It shows that you care
READ BLOGS
TALK TO
CONSUMERS
BLOG
COM280 @giorgiotedx
90. DELL HELL Why Blog ?
It shows you are open
OPEN LETTER TO MICHAEL It shows you are not afraid
DELL
It shows that you care
READ BLOGS
TALK TO It shows that you listen
CONSUMERS
BLOG
COM280 @giorgiotedx
91. DELL HELL
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
TALK TO
CONSUMERS
BLOG
READ BAD PR
COM280 @giorgiotedx
92. DELL HELL Don't ignore bad PR
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
TALK TO
CONSUMERS
BLOG
READ BAD PR
COM280 @giorgiotedx
93. DELL HELL Don't ignore bad PR
Read about it
OPEN LETTER TO MICHAEL
DELL
READ BLOGS
TALK TO
CONSUMERS
BLOG
READ BAD PR
COM280 @giorgiotedx
94. DELL HELL Don't ignore bad PR
Read about it
OPEN LETTER TO MICHAEL Blog on how you are trying
DELL to fix the problems
READ BLOGS
TALK TO
CONSUMERS
BLOG
READ BAD PR
COM280 @giorgiotedx
95. DELL HELL Don't ignore bad PR
Read about it
OPEN LETTER TO MICHAEL Blog on how you are trying
DELL to fix the problems
READ BLOGS Ask the community for help
TALK TO
CONSUMERS
BLOG
READ BAD PR
COM280 @giorgiotedx
96. DELL HELL Don't ignore bad PR
Read about it
OPEN LETTER TO MICHAEL Blog on how you are trying
DELL to fix the problems
READ BLOGS Ask the community for help
TALK TO Join the conversation,
CONSUMERS always!
BLOG
READ BAD PR
COM280 @giorgiotedx
129. SUSAN
Susan bought your product
ANGRY SUSAN
COM280 @giorgiotedx
130. SUSAN
Susan bought your product
Your product was faulty
ANGRY SUSAN
COM280 @giorgiotedx
131. SUSAN
Susan bought your product
Your product was faulty
Susan writes on her blog
ANGRY SUSAN
COM280 @giorgiotedx
132. SUSAN
Susan bought your product
Your product was faulty
Susan writes on her blog
Susan creates a hate site
ANGRY SUSAN
COM280 @giorgiotedx
133. SUSAN
Susan bought your product
Your product was faulty
Susan writes on her blog
Susan creates a hate site
Susan writes on other Blogs
ANGRY SUSAN
COM280 @giorgiotedx
134. SUSAN
Susan bought your product
Your product was faulty
Susan writes on her blog
Susan creates a hate site
Susan writes on other Blogs
Susan posts audiofiles of phone calls to
customer care.
ANGRY SUSAN
COM280 @giorgiotedx
135. SUSAN
Susan bought your product
Your product was faulty
Susan writes on her blog
Susan creates a hate site
Susan writes on other Blogs
Susan posts audiofiles of phone calls to
customer care.
Susan creates a YouTube Video ANGRY SUSAN
COM280 @giorgiotedx
143. SUSAN
What will you do now?
ANGRY SUSAN
COM280 @giorgiotedx
144. SUSAN
What will you do now?
Kill Susan
ANGRY SUSAN
COM280 @giorgiotedx
145. SUSAN
What will you do now?
Kill Susan
Ignore Susan
ANGRY SUSAN
COM280 @giorgiotedx
146. SUSAN
What will you do now?
Kill Susan
Ignore Susan
Sue Susan
ANGRY SUSAN
COM280 @giorgiotedx
147. SUSAN
What will you do now?
Kill Susan
Ignore Susan
Sue Susan
Hire a P.R. to deal with it
ANGRY SUSAN
COM280 @giorgiotedx
148. SUSAN
What will you do now?
Kill Susan
Ignore Susan
Sue Susan
Hire a P.R. to deal with it
Wait for it to go away
Nothing of the above will work ANGRY SUSAN
COM280 @giorgiotedx
153. STRATEGY
Angry Susan
Dear Susan,
I have read you have a problem with our product.
COM280 @giorgiotedx
154. STRATEGY
Angry Susan
Dear Susan,
I have read you have a problem with our product.
I really want to understand the problem and fix it.
COM280 @giorgiotedx
155. STRATEGY
Angry Susan
Dear Susan,
I have read you have a problem with our product.
I really want to understand the problem and fix it.
I will be really grateful if you can help us in
understanding better what happened.
COM280 @giorgiotedx
156. STRATEGY
Angry Susan
Dear Susan,
I have read you have a problem with our product.
I really want to understand the problem and fix it.
I will be really grateful if you can help us in
understanding better what happened.
This way other customers will not incur in the
same problem.
COM280 @giorgiotedx
157. STRATEGY
Angry Susan
Dear Susan,
I have read you have a problem with our product.
I really want to understand the problem and fix it.
I will be really grateful if you can help us in
understanding better what happened.
This way other customers will not incur in the
same problem.
Thankyou
COM280 @giorgiotedx
158. STRATEGY
Angry Susan
Dear Susan,
I have read you have a problem with our product.
I really want to understand the problem and fix it.
I will be really grateful if you can help us in
understanding better what happened.
This way other customers will not incur in the
same problem.
Thankyou
Your Name
COM280 @giorgiotedx
160. STRATEGY
Once Susan will be calmed
COM280 @giorgiotedx
161. STRATEGY
Once Susan will be calmed
Ask her opinions on other products of
yours
COM280 @giorgiotedx
162. STRATEGY
Once Susan will be calmed
Ask her opinions on other products of
yours
Send her some goodies
COM280 @giorgiotedx
163. STRATEGY
Once Susan will be calmed
Ask her opinions on other products of
yours
Send her some goodies
Ask her to blog on how the problem is
gone ( you might not need to ask)
COM280 @giorgiotedx
164. STRATEGY
Once Susan will be calmed
Ask her opinions on other products of
yours
Send her some goodies
Ask her to blog on how the problem is
gone ( you might not need to ask)
Now the difficult part begins.
COM280 @giorgiotedx
172. STRATEGY
Execs might say :
She voided the warranty !
She called customer services
when in India is night time
COM280 @giorgiotedx
173. STRATEGY
Execs might say :
She voided the warranty !
She called customer services
when in India is night time
She did not read the instructions
COM280 @giorgiotedx
174. STRATEGY
Execs might say :
She voided the warranty !
She called customer services
when in India is night time
She did not read the instructions
She is crazy !
COM280 @giorgiotedx
190. STRATEGY 1
The cost will be always lower
than the P.R. damage that will
occur if any of these problems
would become viral on the web.
COM280 @giorgiotedx
199. MORE JIMs
Jim is a happy customer
COM280 @giorgiotedx
200. MORE JIMs
Jim is a happy customer
Jim has a conversation with our
Company
COM280 @giorgiotedx
201. MORE JIMs
Jim is a happy customer
Jim has a conversation with our
Company
Jim trusts us and promotes our
products
How can we open the door
to more people like Jim ?
COM280 @giorgiotedx
203. MORE JIMs
How can we organize our company around
this new relationship we are having with
people that we used to call consumers, and
that now we call
COM280 @giorgiotedx
204. MORE JIMs
How can we organize our company around
this new relationship we are having with
people that we used to call consumers, and
that now we call
PARTNERS
COM280 @giorgiotedx
207. MORE JIMs
DESIGN
PRODUCTIO
JIM
partner
MARKETING
CUSTOMER SALES
COM280 @giorgiotedx
208. MORE JIMs
DESIGN
PRODUCTIO
JIM
partner
MARKETING
CUSTOMER SALES
COM280 @giorgiotedx
209. MORE JIMs
Leaving the task only to some
departments DESIGN
It will not work
PRODUCTIO
JIM
partner
MARKETING
CUSTOMER SALES
COM280 @giorgiotedx
210. MORE JIMs
DESIGN
PRODUCTIO
JIM
partner
MARKETING
CUSTOMER SALES
COM280 @giorgiotedx
211. MORE JIMs
Outsourcing the task to
an external company DESIGN
It will not work
THE
PRODUCTIO
JIM
partner
MARKETING GURUS
CUSTOMER SALES
COM280 @giorgiotedx
212. MORE JIMs
DESIGN
PRODUCTIO
JIM
partner
MARKETING
CUSTOMER SALES
COM280 @giorgiotedx
213. MORE JIMs
You need to do all the
tasks by yourself and learn DESIGN
in the process
PRODUCTIO
JIM
partner
MARKETING
CUSTOMER SALES
COM280 @giorgiotedx
215. MORE JIMs Why don't disclose the design of your future product and make it
DESIGN PUBLIC ?
COM280 @giorgiotedx
216. MORE JIMs Why don't disclose the design of your future product and make it
DESIGN PUBLIC ?
Go Public !
Research
Service reports
Needs
Design
Concepts
Sketches
New Ideas
COM280 @giorgiotedx
241. NEW ARCHITECTURE
Enables people
to organize around
COM280 @giorgiotedx
242. NEW ARCHITECTURE
Enables people
to organize around
INTEREST
COM280 @giorgiotedx
243. NEW ARCHITECTURE
Enables people
to organize around
INTEREST NEED
COM280 @giorgiotedx
244. NEW ARCHITECTURE
Enables people
to organize around
INTEREST NEED MARKET
COM280 @giorgiotedx
245. NEW ARCHITECTURE
Enables people
to organize around
INTEREST NEED MARKET CAUSE
COM280 @giorgiotedx
246. NEW ARCHITECTURE
Enables people
to organize around
INTEREST NEED MARKET CAUSE
THE LINK AND THE SEARCH
HAVE STARTED A REVOLUTION
COM280 @giorgiotedx
247. THE NEW ARCHITECTURE
REVOLUTION Enables people
HAS
to organize around
INTEREST NEED MARKET CAUSE
JUST THE LINK AND THE SEARCH
BEGUN
HAVE STARTED A REVOLUTION
COM280 @giorgiotedx
251. NEW ARCHITECTURE
THIS NEW SYSTEM REQUIRES
THAT EVERYTHING ABOUT YOU
COM280 @giorgiotedx
252. NEW ARCHITECTURE
THIS NEW SYSTEM REQUIRES
THAT EVERYTHING ABOUT YOU
Your Product
COM280 @giorgiotedx
253. NEW ARCHITECTURE
THIS NEW SYSTEM REQUIRES
THAT EVERYTHING ABOUT YOU
Your Product
Your Business
COM280 @giorgiotedx
254. NEW ARCHITECTURE
THIS NEW SYSTEM REQUIRES
THAT EVERYTHING ABOUT YOU
Your Product
Your Business
Your Message
COM280 @giorgiotedx
255. NEW ARCHITECTURE
THIS NEW SYSTEM REQUIRES
THAT EVERYTHING ABOUT YOU
Your Product
Your Business
Your Message
TO HAVE A PERMALINK ON THE WEB
COM280 @giorgiotedx