Dell's entrance into groundswell

Dell had to enter the groundswell pretty much out of necessity, and began the trial by fire process. Problems really began when they outsourced their customer support. A company once known for its customer service, began to see its customer satisfaction decline. This eventually began to cause its profits to decline. Dell was being blasted by bloggers about their service, M. Dell put together a team to figure out how to begin to address these problems effectively. Eventually they started to enter the blogging world and began to address the problems through that medium. This action had a very positive effect on customer service.