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Cio bay area meetup 090827072701 Phpapp02

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also available on Dell Inc. presentation Lionel and I recently made

also available on Dell Inc. presentation Lionel and I recently made

Published in: Business, Real Estate

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  • Our overall strategy is to enter into relevant conversations with our customers wherever they are occurring 24/7 throughout the world in all languages. This guides our development of tools and services. Regarding customer dissatisfaction, 2,864 customer complaints have been handled by Tech Support/Customer Care out of 4,097 they deemed as resolvable for a 70% success rate. And, an additional, 350 from Direct2Dell, 200 from internal sources (PR, testimonial site, etc) and 450 from people finding our posts and emailing us have been handled. Regarding Direct2Dell, this is now as powerful as a wire service in delivering news about Dell to influencers online and offline. Important to note that we post everyday in other folks blogs, up to 100x per day, depending on the topic.
  • Transcript

    • 1. SOCIAL MEDIA FOR BUSINESS
      Lionel Menchaca, Richard Binhammer
      Bay Area CIO IT Executives Meetup
      Mountain View CA
      August 2009
    • 2. OUR WORLD IS CHANGING
      The online population will double in 4-5 years from 1bn to 2bn
      Fast growing and emerging markets are leading the way
      120 MM people online in China…less than 10% of the population
      Media
      Transformation
      • Customer communication can start from anywhere today
      • 3. Single blog posts can have as much power as major news stories
      • 4. Citizens are now publishers and content providers
      Content is exploding
      • More content on YouTube in 2006 than on the web in 2000
      2
      DELL CONFIDENTIAL
    • 5. “These conversations are going to occur whether you like it or not. Do you want to be part of that or not? My argument is you absolutely do.
      You can learn from them. You can improve your reaction time. And you can be a better company by listening and being involved in that conversation.”
      Michael Dell,
      BusinessWeek
      3
      DELL CONFIDENTIAL
    • 6. THE DELL STRATEGY
    • 7. CHANGING HOW WE DEFINE and ENGAGE
      Tell Our Story
      Resolve Dissatisfaction
      Share Content & Collect Ideas
      Join Conversations
      5
      DELL CONFIDENTIAL
    • 8. Direct2Dell
      OBJECTIVE:
      Engage customers by sharing information that matters to them
      RESULTS:
      Direct2Dell exists in 5 languages
      About 200K page views per month
      Almost 1,000 posts since July 2006
      Over 25,000 comments
      More than 100 contributors
      6
      DELL CONFIDENTIAL
    • 9. IT’S A BIG WORLD OUT THERE
      Content Syndication = go where the conversations are happening
      Dell Community
      600,000 users per quarter
      Dell.com
      Over 100 million users per quarter
      Total online population = more than 1.5 billion
      7
      DELL CONFIDENTIAL
    • 10. Enterprise Community Ecosystem
      Measurement Tools
      Direct2Dell
      Industry Communities/Blogs
      Partner Communities/Blogs
      D2D CIO
      D2D Tech Center
    • 11. THE POTENTIAL OF SOCIAL MEDIA
      From telling and selling Engagement
      One-way messaging Conversation
      Reliance on “others” Direct connections Results
      • Better products and services meeting customer needs
      • 12. Long-term, honest and authentic customer relationships
      • 13. Revenue (@DellOutlet leads to new system sales)
      • 14. A conduit to vocal fans and employees
      • 15. A network for early warnings
      Affinity, loyalty and trust
      9
      DELL CONFIDENTIAL
    • 16. A LOOK AHEAD…strategy is one thing, but there’s no substitute for action
      DELL CONFIDENTIAL
      10
    • 17. SOCIAL WEB STARTING TO EVOLVE
      How do we reach customers in different social networks?
      We’re still in the early stages of the social web
      Shared ID options
      Dell on other sites
      Forrester’s Five Eras of the Social Web - Jeremiah Owyang
      11
      DELL CONFIDENTIAL
    • 18. Key Coordinates:
      www.dell.com/conversations
      www.direct2dell.com
      http://richardatDELL.blogspot.com
      del.icio.us
      Richard_Binhammer@dell.com
      Lionel MenchacaDell on SlideShare: www.slideshare.net/Dell_IncDell on Flickr: www.flickr.com/photos/dellphotosDell on YouTube: www.youtube.com/dellvlogDell & Twitter: Dell.com/TwitterMe on Twitter: @LionelatDell
      12
      DELL CONFIDENTIAL