I’d love to see how this effects sales. I’d guess there’s a certain boost from the “I want to go to the place I saw on TV – despite what I think of the owner” crowd, but that would certainly subside. The long term outlook, however is likely much more grim due to the negative reviews and down-votes.

Thanks for your question. Our social media strategy did not begin as a result of any loss of sales but more as a extension of taking care of customers in channels beyond traditional methods. When we started what surprised us was that the ratio of negative to positive was so high online even though we won several customer service awards and had good customer satisfaction scores.
Now after putting a social media program in place we find more customer evangelists on places like Twitter, Facebook etc recommending us. We are stlll maintaining a great positive to negative ratio . See an update to our program http://bit.ly/6DY8dE and we hope to persuade Jason to have maybe a year later post We have conversations everyday with customers using @netsolcares and we started a channel for coupons and offers @nsoffers. We are not in the scale of Dell but we have made a beginning in social channels.

’d love to see how this effects sales. I’d guess there’s a certain boost from the “I want to go to the place I saw on TV – despite what I think of the owner” crowd, but that would certainly subside. The long term outlook, however is likely much more grim due to the negative reviews and down-votes.