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Blogging humanizes product and services

Robert Scoble once humanized Microsoft. Jason Calacanis now humanizes AOL / NetScape. Then, Dell one2one is now trying to humanize Dell, which for once had commoditized and, thereby, de-humanized the entired PC market. I think it is a really big challenge.

 Update: B.L.Ochman blogs about her own dell experience with a unique Kikazaru photo of the three wise monkeys.

0 responses to “Blogging humanizes product and services”

  1. kosuk Avatar
    kosuk

    僕5年くらいDELLユーザですが、機械的に売ってるメーカという印象があったので、こういうのは面白いですね。日本の企業って言質とられるの怖くてできないでしょうか、こういうカジュアルな発信（言質とられるのは欧米の企業も一緒かもしれませんが）。論客社長のブログよりこういうのの方が企業の顔が見えるかも知れませんね。

  2. morikenstyle Avatar
    morikenstyle

    一時期は「DELLの一人勝ち」というフレーズをよく耳にしましたが、パソコンという商品カテゴリーを”値段”と”機能”だけのゲームに変えてしまったのは他でもないDELLだと思います。功績（功罪）は大きいですね。一旦、コモディティ化したPC市場を、どんなゲームに変えることができるのか、これからが見ものです。

  3. ブタゴリラ　（マイミク） Avatar
    ブタゴリラ　（マイミク）

    DELLはダイレクトセールスを起点としたCRMが強みの一つだったわけですけど、最近は（少なくともアメリカでは）いい評判は訊きませんでした。例えば商品クレームをすると、より高スペックの商品を買うように押し付けられるとか。あとインドのコールセンターもよい評判を訊きません。

    個人的には、Dellは顧客対応の標準化が進みすぎてしまい、なんというか「本当の意味での人間対人間のCRM」ができなくなってきたのではないか、と思っていました。このOne2Oneもそれをなんとか打開しようとする一環として考えられるのかもしれません。

    あとこれと関係する話として、Michael Dellはもともと自分がPublicへ露出することを嫌う人でしたけど、最近はかなりかわってきたようです。実はこの間も、うちの大学と他の複数の大学と合同で、「Michael DellとMBA学生が会話する会」みたいなのをVideo Castingでやってました。ボクは行きませんでしたが、行った友人によると「やっぱり堅そうな人だった」そうです（笑）。

  4. morikenstyle Avatar
    morikenstyle

    ブタゴリラさん

    こんにちは。連休でまたも伊豆にいってきました。凄い混み方で、いま１時３０分なんですが、やっとたどりつきました。

    DELLの不評はそれこそ、去年のやはり夏ごろ、Jeff JarvisがDell Sagaと題して、ブログ上でクレームしたのをきっかけにイッキにBusiness Weekにまでその話題が波及したのもブログの凄さを感じた事件でもありました。

    http://www.buzzmachine.com/index.php/2005/08/25/dell-a-coda/

    最近は、日本のセンターを中国に出したとかなんとか、うわさも聞きました。

    日本では、よく新聞でダイレクト・レスポンス広告をやってますが、「オンラインで買うとさらに１万数千円お得」みたいな、オファーは
    あまりにも強烈です。そんなオファーを読んで、なおかつ、電話で注文する人がいるのだろうか？そういう新聞広告の使い方もあるのだなぁと感心していたところです。

    いずれにしても、DELLはとても難しい局面に入っている気がします。

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