The Dell Hell Case
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Transcript of The Dell Hell Case
![Page 1: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/1.jpg)
![Page 2: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/2.jpg)
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
![Page 3: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/3.jpg)
Customer Satisfaction
![Page 4: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/4.jpg)
and then… what happened?
![Page 5: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/5.jpg)
Jeff Jarvis’ Post
![Page 6: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/6.jpg)
what can be the impact on sales of a single
144-word blog post?
![Page 7: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/7.jpg)
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
![Page 8: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/8.jpg)
A dedicated website to amplify the conversation…
![Page 9: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/9.jpg)
From online media to mass media
![Page 10: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/10.jpg)
Impact on the stock price
![Page 11: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/11.jpg)
Dell versus Nasdaq
![Page 12: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/12.jpg)
Moreover, a few months later this photo was reposted all over the Internet
![Page 13: The Dell Hell Case](https://reader034.fdocuments.us/reader034/viewer/2022052122/55a1b6891a28abda398b45c4/html5/thumbnails/13.jpg)
what could Dell have done to avoid this?