First, the Jeff Jarvis snowball.
Then Dell threatens to close, and then closes, its customer forums.
Now this, from Desirable Roasted Coffee.
“Dell Denmark approached me a half-dozen times over the summer, at least. At minor expense, to be sure, but it adds up. But the hum started by a guy 4000 miles away, whom I don’t even know, who had a bad experience with a Dell subsidiary I’ll never have to deal with, was enough to wave me off. The hum got into my subconscious. And Dell Denmark could do nothing to get back into the front of my brain.”
Still think that interactions between members of a customer community don’t matter?