Social media turns HP user into a Dell convert
When it comes to social media, most companies leave it to the communication department or PR agency, but should Social Media be limited to these two groups only?
Kami Huyse for Communication Overtones twittered that she was facing problem with her HP laptop and the concerned twitters were quick to give her advice on what to do next.
However, Kami knew she had to have a new laptop fast. So who she called?
Wrote Kami,
I called RichardatDell for a recommendation….
…Since I needed a computer immediately, Richard suggested I consider getting one from Best Buy. The retailer is now carrying Dell computers. If I ordered one from the Web it would take a week, and I didn’t have a week.
Richard took it a step further and WENT to his local Best Buy to see what they stocked. He called me from the sales floor. Simply stated, he went above and beyond the call of duty. It is part and parcel of what I have advocated for in using public relations tools like social media to enhance customer service.
I now have a Dell Inspiron 1420 sitting on my desk.
Kami’s post also looked at how customer service can use blogs to improve their customer service.
The post reminded me of Malcolm Gladwells’ The Tipping Point which he described the three groups of people that could be a catalysts to a business.
They are the Mavens, the information specialists that everybody will go to for advice.
Then there is the Connector, the people who link people to other people or brands.
This is followed by the Salesperson, the people who persuade you to get things done or things brought.
In today world of mash-ups, an individual can be all three but most of the time, they are often independent of each other.
The blog content engine has made RichardatDell a maven of Dell’s computers and laptops and that is why Kami went to him.
Can you at your finger tips name a HP blogger?
You could also described RichardatDell a salesperson in the way he “persuaded” Kami to get a Dell notebook. It wasn’t a hardsell, but it was the personal touch that sold the notebook.
Is there a Connector here? Kami’s the Connector. She connected her reader about social media and bloggers like RichardatDell.
As a blogger, what is your role? Can you identify yourself as one of the three?
Appreciate the perspective and had not really thought of things that way. We just listen and learn from bloggers every day to keep on top of things. However, interesting to read your views. Thanks again :-)
I love The Tipping Point, and yes, I knew RicharatDell before all of this went down. He made it a point.