Dude, Dell's got a problem
Laura Reis writes:
"When a company gets into trouble, all management wants to do is to use PR to fix the PR problem. Instead they should be doing something to fix the underlying problem that is causing the PR problem."
In effect, she reminds us that PR shouldn't deny problems; PR tells us "what is." Read her full post in.
Her solution: focus on the "best" customers. "Bad" customers want Wal-Mart pricing and Nordstrom's customer support. In Dell's case, home users are "bad" customers; corporate customers are "good."
Which customers are your best ones? Should you fire your worst ones? And can you make that sacrifice? Focus ain't easy, is it?
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