Presentation on the impact of Social Media on Crisis Communication, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Presentation of how Dell’s Social Media listening tools have helped e.g. American Red Cross in times of disaster, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Social Media Governance, Tools and Employee CertificationDell Social Media
Presentation on Dell’s experience with employee training, governance and tools, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Liz Brown Bullock, Director of Social Media & Community, Dell, shares the journey for Dell launching their social media training program, SMaC University, plus ten lessons learned from Dell’s training program. Presentation presented at Dreamforce 2012.
Embedding Social Media to Become a Better Business via TrainingDell Social Media
Liz Brown Bullock’s presentation to Marketing Science Institute on the importance of integrating social media within an organization through training your employees. Training is critical for both risk mitigation and empowering employees to be brand ambassadors. Liz drew on her experience of launching Dell’s Social Media and Community University and shares her insights on activating employees company wide.
Presentation on the impact of Social Media on Crisis Communication, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Presentation of how Dell’s Social Media listening tools have helped e.g. American Red Cross in times of disaster, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Social Media Governance, Tools and Employee CertificationDell Social Media
Presentation on Dell’s experience with employee training, governance and tools, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Liz Brown Bullock, Director of Social Media & Community, Dell, shares the journey for Dell launching their social media training program, SMaC University, plus ten lessons learned from Dell’s training program. Presentation presented at Dreamforce 2012.
Embedding Social Media to Become a Better Business via TrainingDell Social Media
Liz Brown Bullock’s presentation to Marketing Science Institute on the importance of integrating social media within an organization through training your employees. Training is critical for both risk mitigation and empowering employees to be brand ambassadors. Liz drew on her experience of launching Dell’s Social Media and Community University and shares her insights on activating employees company wide.
Social Media & Powering_the_Possible_DellAnja Monrad
How can Social Media help Powering the Possible? Presentation of how Dells Social Media listening expertise helped American Red Cross prepare for times of disaster.
How Dell is Using Social Media to Deepen Relationships and Build TrustDell Social Media
Liz Brown Bullock, Director of Social Media and Community, Dell, presents how Dell has used social media to build trust and deepen customer relationships by listening, engaging and acting. Presentation at Marketing Science Institute Board of Trustees Meeting April 2013 with the topic, Building Trust in a Digital Age. Learn more about Dell Social Media here: http://dell.to/11DoZIp
The Social Organization - IBM - The Business Value of Social Software CIO ForumBilal Jaffery
Presentation given at the Toronto CIO Forum Keynote. The Social Organization talks about the perfect harmony of social software adoption internally leading to a culture that brings the social culture, IBM values and ideas to the external networks. Our social software platforms are based on Lotus Connections.
Business is now Social, Jeremy Cooper, Salesforce.comPaul Writer
Businesses are looking to leverage social media as a way to gain deeper insight into what customers want and get feedback on how to improve the customer experience, while also attempting to navigate and utilize these same platforms for internal communication and creativity. Jeremy Cooper will share his insights on how cloud computing can bring together industry leading cloud platforms like Google, Facebook and Twitter with traditional contact center channels like phone, email and chat to capture every conversation and leverage every community expert in the cloud. He will also demonstrate how consumer driven sites have shown companies a smarter way to collaborate, leveraging ease-of-use and social features to create rich user experiences and improve productivity.
Just the Facts: From Social to Funnel: Connecting Social Buyers to the Custom...Dell Social Media
George Sadler, Director, Social Media Insights at Dell discusses how effectively listening to customer conversations leads to valuable and actionable information that enables businesses to achieve success in today's "social" era.
Listening and engaging in the digital marketing ageDell Social Media
A Forrester Consulting Thought Leadership Paper Commissioned By Dell. Companies Progress Their Customer-Centric Approaches And See Positive Business Outcomes
The Evolution of the Social Brand - ITAC Digital Commerce ForumBilal Jaffery
Brand narrative in a digitally connect world. Bilal Jaffery's presentation from the ITAC forum discussing the enterprise social strategy, incorporating policy, strategy, engagement and redefinition of the digital brand as it pertains to the Social Business. (Not representative of the Bell brand).
Customers with complaints have vastly greater options for making their case today. Social media platforms like Facebook, YouTube and Twitter, combined with community organization services like Change.org, make it possible for one customer with a problem to start a campaign that leads to change across an entire industry. The incidence of these attacks is growing, and large companies a learning to respect and fear the growing power of activist customers.
This presentation, which was prepared for SugarCRM's SugarCon 2012 conference in San Francisco, previews a forthcoming book by the same name by Paul Gillin and Greg Gianforte.
Social Media & Powering_the_Possible_DellAnja Monrad
How can Social Media help Powering the Possible? Presentation of how Dells Social Media listening expertise helped American Red Cross prepare for times of disaster.
How Dell is Using Social Media to Deepen Relationships and Build TrustDell Social Media
Liz Brown Bullock, Director of Social Media and Community, Dell, presents how Dell has used social media to build trust and deepen customer relationships by listening, engaging and acting. Presentation at Marketing Science Institute Board of Trustees Meeting April 2013 with the topic, Building Trust in a Digital Age. Learn more about Dell Social Media here: http://dell.to/11DoZIp
The Social Organization - IBM - The Business Value of Social Software CIO ForumBilal Jaffery
Presentation given at the Toronto CIO Forum Keynote. The Social Organization talks about the perfect harmony of social software adoption internally leading to a culture that brings the social culture, IBM values and ideas to the external networks. Our social software platforms are based on Lotus Connections.
Business is now Social, Jeremy Cooper, Salesforce.comPaul Writer
Businesses are looking to leverage social media as a way to gain deeper insight into what customers want and get feedback on how to improve the customer experience, while also attempting to navigate and utilize these same platforms for internal communication and creativity. Jeremy Cooper will share his insights on how cloud computing can bring together industry leading cloud platforms like Google, Facebook and Twitter with traditional contact center channels like phone, email and chat to capture every conversation and leverage every community expert in the cloud. He will also demonstrate how consumer driven sites have shown companies a smarter way to collaborate, leveraging ease-of-use and social features to create rich user experiences and improve productivity.
Just the Facts: From Social to Funnel: Connecting Social Buyers to the Custom...Dell Social Media
George Sadler, Director, Social Media Insights at Dell discusses how effectively listening to customer conversations leads to valuable and actionable information that enables businesses to achieve success in today's "social" era.
Listening and engaging in the digital marketing ageDell Social Media
A Forrester Consulting Thought Leadership Paper Commissioned By Dell. Companies Progress Their Customer-Centric Approaches And See Positive Business Outcomes
The Evolution of the Social Brand - ITAC Digital Commerce ForumBilal Jaffery
Brand narrative in a digitally connect world. Bilal Jaffery's presentation from the ITAC forum discussing the enterprise social strategy, incorporating policy, strategy, engagement and redefinition of the digital brand as it pertains to the Social Business. (Not representative of the Bell brand).
Customers with complaints have vastly greater options for making their case today. Social media platforms like Facebook, YouTube and Twitter, combined with community organization services like Change.org, make it possible for one customer with a problem to start a campaign that leads to change across an entire industry. The incidence of these attacks is growing, and large companies a learning to respect and fear the growing power of activist customers.
This presentation, which was prepared for SugarCRM's SugarCon 2012 conference in San Francisco, previews a forthcoming book by the same name by Paul Gillin and Greg Gianforte.
Dell has built their business:
- Build-to-order manufacturing
- Mass customization
- Partnerships with suppliers
- Just-in-time components inventories
- Direct sales
- Market segmentation
- Customer service
- Extensive data and information sharing with both supply partners and customers.
Based on:
The McGraw-Hill Companies. (1997). Dell Computer Corporation Online Case. Retrieved 3 6, 2011, from McGraw Hill Higher Education: http://www.mhhe.com/business/management/thompson/11e/case/dell5.html
Katheleen Ritz, founder of Ritz Marketing, gives us an overview of the social media technology and how we might deploy based on her own firm’s real world examples.
Building the Social Powered Brand: Turning Social Data Into Competitive Advan...DataSift
Social data is exploding, providing new insight into markets, customers and audiences. Patrick Morrissey, VP of Marketing at DataSift and Shree Dandekar, Chief Strategist, BI and Analytics at Dell will tackle the social data challenge, explore the impacts and opportunities with social to drive brand advocacy and provide advice on how brands can make sense of social data at scale to drive advocacy and impact. Get an inside view on how Dell is using social data to translate conversations into a near real-time NPS (Net Promoter Score).
Leveraging Social Media, PR and Internal Comms 2010 - Lars VoedischLars Voedisch
Session at the "PR & Media 2010 Congress" in Singapore: A new paradigm for communicators - Leveraging social media, PR and internal communications in the digital age
What do corporate communicators need to
know about social media and what does it
mean for your organisation
Linking PR efforts to business objectives
Managing strategic media relations in
times of continuous change and crisis
What do our internal stakeholders expect
Identifying and understanding the new
influencers
Leveraging on upcoming trends and
opportunities
Final presentation for the ASBDC Social Media Marketing for SBDCs presented in San Diego at national conference by the ASU Small Business and Technology Development Center
The Future Of Social Media And Its Implications For BrandsAdam Graham
A look at some of the emerging trends in social media and some predictions about where this may be going.
Plus, the implications for Brands
This talk was given at the Facebook Garage and a couple of weeks later, at the World Social Media Forum
Introduction to social media from B2B perspective. Delivered at a customer workshop for a global B2B client.
External utilization part done and presented by Marko Sykkö from Promener / Tehostamo Consulting.
2. AN OVERVIEW
Traditional Communications Social Media
Mass media and Regions Customization and Global
Control and Push Message Conversation and Collaboration
Institutions (print, broadcast, People and Relationships
ad-buys)
80:20 media relations 20:80 media relations
Issues Management Rapid Response
Deadlines Real time
Just the Facts Facts and Feelings
Powerful Media (who matters) Powerful Networks
Target Audience Communities
Announce-All Answers Listen, Collaborate, Input, Act
6. …And the World Was
Good…
…Except for background rumblings 6
7. 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
– Single blog posts can have as Content is
much power as major news
stories exploding
– Citizens are now – More content on YouTube
publishers and in 2006 than on the web in
content providers 2000
9. DELL’S DIRECT MODEL,
ONLINE HERITAGE, CEO
said:
2 billion conversations/day
“With respect to 2005 and 2006, I don’t think there
was a single event but rather a series of events that
came together. The marketplace
changed, global markets expanded and
there was tremendous growth in the
blogosphere. What’s most important, in the
long run, is how we learn from any situation
and improve for our customers…”
Michael Dell Q & A with Shel Israel,
January 19, 2008
13. CHANGING HOW WE DEFINE
and ENGAGE
Resolve Tell Our Story
Dissatisfaction
Join Share Content &
Conversations Collect Ideas
14. 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
16. LESSON 2: MULTI-PRONGED
STRATEGY: JOIN CONVERSATIONS
AND PARTICIPATE
Blog Response Direct2Dell Customer
support
StudioDell IdeaStorm Dell Tech
Center
Facebook EmployeeStorm Internal
(both Consumer Blogs
and SMB) Dell on Twitter
@DellOutlet, employ
Ratings & Reviews ees
Dell on Flickr Inside IT, Dell Tech Center,
and YouTube DellShares, Edu4u
Digital Nomads
17. LESSON 3: 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
19. LESSON 5
NEW
75% TRUST CUSTOMERS
THEIR PEERS, FIND YOUR
NOT FANS!
ADVERTISING
1.45 BILLION PREFERENCE-
BASED
REASONS CONTACT
HUMANIZE TO ENGAGE
YOUR
COMPANY
PARTNERS
BECOME PART
OF YOUR
CUSTOMER’S YOUR
WORLD, KNOWLEDGE
NOT REVERSE
19
20. A LOOK AHEAD…
….ALTHOUGH
STRATEGY IS ONE THING,
BUT THERE’S NO
SUBSTITUTE FOR ACTION
DELL CONFIDENTIAL 20
21. HOW TO START?
Rule #1 about social media content: You do not own the
content you create… your customers do
In many cases, a blog is not the place to start; Sounds
cliché, but start by listening… then decide where/ how to
engage first
Producing content via the same social media tools
your customers use allows 3 things:
1) Makes your content sharable
2) Gets your content to customers where they are
3) Gives you a reason to connect with fans
22. SOCIAL WEB STARTING
TO EVOLVE How do we
We’re still in reach
the early customers in
stages of the different social
social web networks?
Shared ID options Dell on other sites
Forrester’s Five Eras of the Social Web
- Jeremiah Owyang
23. THE STUMBLING
BLOCKS COMMITTEES
RULES
A MILLION REASONS
OUR CURRENT
NOT TO ENGAGE GOOD IDEA,
MODEL WORKS DO IT NEXT
FINE, WHY YEAR
CHANGE?
WE DON’T WANT
WHAT’S OUR
NEGATIVITY
STRATEGY?
WE DON’T HAVE
THE
FEAR WHAT IF
EXPERIENCE
CUSTOMERS ASK
FOR SOMETHING
“WE’RE B2B” WE CAN’T
DELIVER?
23
24. 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
Long-term, honest and authentic customer relationships
Provide value for customers
Activate vocal fans and employees
Competitive differentiation
Affinity, loyalty and trust
25. “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
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.