Dell’s recent failure to deliver Christmas computers before the big day has proven the power of Twitter in a big way. Tweets about products and delivery times have caught the attention of no less than the New York Times.
Every desk in our office holds a Dell computer, but recent Twitter posts will certainly make me reconsider their computers the next time we need a new one.
The Times reports that thousands have posted to Twitter about their Dell experience and the conversation has even migrated to Dell’s own blog. Complaints of delivery times delayed by as much as two months have forced Dell to go on the defensive, but they seem unable to counter the volume of complaints that continue to flow to Twitter.
Fair or not, the ability of a customer to post to Twitter about a consumer experience and immediately join a community of like minded buyers means its a new day for big players like Dell.
Do you have an insight into using Twitter or other social networks to take on a Goliath? Share it with us.
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