Unlike Edelman Public Relations, who has been caught twice in unethical and fake Wal-Mart blog (flog) scandals and has been accused of bribing bloggers to write favorable reviews of Microsoft's new
Though such moves do give an initial push and glorified PR, this definitely does not help in paradigm shift to customer involvement. What is needed are not “self glorified” comments and posts, rather a way to reach-out to the consumers and “Listen”, “respond” and “improve” to ensure you give what they want.
A good example of responding to customers is of Dell Blog - direct2dell.com, though they too took a long time to respond to criticisms and Bloggers. "No comment" is no answer for corporations that have a responsibility to shareholders, clients and consumers.
Even when Jeff Jarvis started blogging about being in "Dell Hell" because of problems with a Dell laptop, the company did not take any action. Eventually, when mainstream media and Wall Street took note of Dell's problems, which led to financial losses, Dell finally agreed to address customer service issues.
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