DELL - IDEASTORM
How did it Start?!It all started with a simple post by Jeff Jarvis,when he failed to receive the services for whichhe pai...
Repercussions
What to do ?!!Michael dell realized the sensitivity of the issuesraised by these hate portalsHe was futuristic and took ...
Phase II - IdeastormPhase II -Ideastorm
Its a common platform for all the customers to voice their Opinions,Ideas, Needs etc. from Dell merchandise..This webpag...
Learnings ?!Consistent message•   Ensure messaging is consistent with online activities Open communication• Transparent tw...
Ideastorm
Ideastorm
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Ideastorm

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How a simple blog turned viral and burned down Dells reputation, and how Dell responded to the Hate blogs

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Ideastorm

  1. 1. DELL - IDEASTORM
  2. 2. How did it Start?!It all started with a simple post by Jeff Jarvis,when he failed to receive the services for whichhe paid a premiumThe company representatives were unable tofix his Dell Lemon Laptop despite of constantfollowupEnraged Jarvis then started writing a blogagainst Dell’s Shabby service, in which he wasaccompanied by fellow customers of DellHis blog Dell – Hell spread like a wild-fire whichgave rise to many other hate portals against dell
  3. 3. Repercussions
  4. 4. What to do ?!!Michael dell realized the sensitivity of the issuesraised by these hate portalsHe was futuristic and took social media marketing asmeans to bridge the communication Gap..!Phase I - Dell came up with a Web-Portal Direct 2Dell which gave a one-way information throughmoderated posts and commentsDirect 2 Dell was sought as means to bring about acongenial dialogue between the customers and themanufacturers which was missing all this while..!
  5. 5. Phase II - IdeastormPhase II -Ideastorm
  6. 6. Its a common platform for all the customers to voice their Opinions,Ideas, Needs etc. from Dell merchandise..This webpage customers to post new ideas or additions they wish toreceive in laptops or desktopsThe webpage is moderated by Dell representatives, each idea gets aresponse under 48hrsIdeas are tagged as Ideas in Action – Ideas that are beingimplementedUnder Review- These Ideas are being scrutinized for feasibilityAlready offered – The Idea is already on offerPipeline- Ideas waiting to be reviewed
  7. 7. Learnings ?!Consistent message• Ensure messaging is consistent with online activities Open communication• Transparent two-way dialogue is essential in authentic• Communication Onsite promotion• Idea promotion onsite allows the company to meet customer• needs & wants Company wide buy in• Must be inculcated within all departments• actively engaged with regular posts

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