power of internet media..!

1. DELL - IDEASTORM

2. How did it Start?!
It all started with a simple post by Jeff Jarvis,
when he failed to receive the services for which
he paid a premium
The company representatives were unable to
fix his Dell Lemon Laptop despite of constant
followup
Enraged Jarvis then started writing a blog
against Dell’s Shabby service, in which he was
accompanied by fellow customers of Dell
His blog Dell – Hell spread like a wild-fire which
gave rise to many other hate portals against dell

3. Repercussions

4. What to do ?!!
Michael dell realized the sensitivity of the issues
raised by these hate portals
He was futuristic and took social media marketing as
means to bridge the communication Gap..!
Phase I - Dell came up with a Web-Portal Direct 2
Dell which gave a one-way information through
moderated posts and comments
Direct 2 Dell was sought as means to bring about a
congenial dialogue between the customers and the
manufacturers which was missing all this while..!

5. Phase II - Ideastorm
Phase II - Ideastorm

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 to
receive in laptops or desktops
The webpage is moderated by Dell representatives, each idea gets a
response under 48hrs
Ideas are tagged as Ideas in Action – Ideas that are being
implemented
Under Review- These Ideas are being scrutinized for feasibility
Already offered – The Idea is already on offer
Pipeline- Ideas waiting to be reviewed

8. 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