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Climbingfrom “Dell   Hell”
2005, unsatisfied   customer blogged        about his badDell Lies experience   Dell needs to    read these      Dell     ...
Which led to:   DELL HELLDell Lies            Dell needs to             read these               blogs!        Dell       ...
To deal with the blogosphere Dell needed to understand  social media inside first. Created internal micro-blog           C...
Then Dell went externally   to communicate to   consumers through  IdeaStorm and later         Twitter
49%negative blogging   reduced to22%
Success secret: Reach out    to customer base
Grouping customers into:
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Dell hell

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Dell hell

  1. 1. Climbingfrom “Dell Hell”
  2. 2. 2005, unsatisfied customer blogged about his badDell Lies experience Dell needs to read these Dell blogs! Sucks!
  3. 3. Which led to: DELL HELLDell Lies Dell needs to read these blogs! Dell Sucks!
  4. 4. To deal with the blogosphere Dell needed to understand social media inside first. Created internal micro-blog Chatter
  5. 5. Then Dell went externally to communicate to consumers through IdeaStorm and later Twitter
  6. 6. 49%negative blogging reduced to22%
  7. 7. Success secret: Reach out to customer base
  8. 8. Grouping customers into:

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