Dell has been using social media since 2006 to deepen customer relationships and build trust. They began by responding to technical support issues on blogs, and have since expanded their social presence across multiple platforms. Dell listens to customer conversations to understand needs and improve their business. They host events and discussions with influencers to get feedback. IdeaStorm allows customers to submit product ideas, with over 500 being implemented. Dell's social media outreach team addresses customer posts to achieve high resolution and satisfaction rates. They also post thank you videos for customers that help evangelize the brand. Dell provides social media training to empower employees to connect with customers online.
This is a mini case study review of NIVEA uploaded as an assignment for the marketing internship under Prof.Sameer Mathur.
Do check it out and please review.
This is a mini case study review of NIVEA uploaded as an assignment for the marketing internship under Prof.Sameer Mathur.
Do check it out and please review.
Product Marketing and Management for Fair and Lovely Max FairnessPrajakta Talathi
This assignment report analyses the market issues for the Brand Product – Fair and Lovely Max Fairness using different Marketing Tools and Techniques. It also suggests a Marketing Plan and a Marketing Strategy for F&L Max Fairness.
The Apple logo is one of the most famous logos in the world. Apple fans not only put this logo on their vehicles to show their loyalty, they go to the extreme of tattooing themselves with it, a level of dedication very few brands achieved.
Analyze how's Apple perceived.
If Apple became a person, what kind of person would be?
This is just an opinion from me.
Thank you for these following informations
- http://thefinancialbrand.com/14053/bank-credit-union-branding-personality-attributes/
- http://www.marketingminds.com.au/branding/apple_branding_strategy.html
How Dell is using social media to deepen customer relationships and build trustLiz Bullock
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.
Built on experience, Dell Social Media Services are for customers across many industries, including Fortune 500, public and education, non-profit and healthcare. They’re also relevant for those just starting out or for those who are further along in their journey and looking to scale their efforts. The suite of offers ranges from listening and insights to best practice seminars and from advisory services to command center build-outs. For more information, visit http://dell.to/11Dpylk.
Product Marketing and Management for Fair and Lovely Max FairnessPrajakta Talathi
This assignment report analyses the market issues for the Brand Product – Fair and Lovely Max Fairness using different Marketing Tools and Techniques. It also suggests a Marketing Plan and a Marketing Strategy for F&L Max Fairness.
The Apple logo is one of the most famous logos in the world. Apple fans not only put this logo on their vehicles to show their loyalty, they go to the extreme of tattooing themselves with it, a level of dedication very few brands achieved.
Analyze how's Apple perceived.
If Apple became a person, what kind of person would be?
This is just an opinion from me.
Thank you for these following informations
- http://thefinancialbrand.com/14053/bank-credit-union-branding-personality-attributes/
- http://www.marketingminds.com.au/branding/apple_branding_strategy.html
How Dell is using social media to deepen customer relationships and build trustLiz Bullock
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.
Built on experience, Dell Social Media Services are for customers across many industries, including Fortune 500, public and education, non-profit and healthcare. They’re also relevant for those just starting out or for those who are further along in their journey and looking to scale their efforts. The suite of offers ranges from listening and insights to best practice seminars and from advisory services to command center build-outs. For more information, visit http://dell.to/11Dpylk.
This is a case study of "How Dell Used Various Forms of Media For Marketing". The main focus is on the social media strategy of Dell and how it was the first company to use social media as a platform to engage customers , advertise , create a global community and especially conduct sales. The case study explains the complete transition of Dell Inc. in the digital era of business.
Adam Brown, Head of Interactive Marketing, Dell at Social Media InfluenceSustainly
Adam Brown's presentation to the Social Media Influence conference on the importance of integrating social media within an organisation and of getting executive level buy-in for social media strategy. Adam drew on his experience at Coke and Dell in sharing his thoughts on "Winning in the Social Media Space"
View video of Adam's presentation on the video page of www.socialmediainfluence.com
Follow us on Twitter @socialinfluence
In our web 2.0 world, the business landscape has changed. Consumers refuse to be interrupted anymore - demanding that brands engage with them.
People do business with people they like, know, and trust. By utilizing the social media tools available to all of us, businesses can become human. By creating valuable content and engaging with customers where they are, businesses are creating real relationships, resulting in real trust.
This presentation offers a high-level overview to where we've been, where we are, and we're we are going in social media. It gives simple-to-follow steps to start implementing social media into a business. It's not comprehensive, but can help a business take that first step.
Content developed by Jon Thomas and M80 (m80im.com). Presentation designed by Jon Thomas at Presentation Advisors (www.presentationadvisors.com).
Dell Digital Marketing Workshop by Prof. Ari LightmanTessa Barron
Every day customers engage online. Do you want to know what impact digital and social analytics could have on your bottom line?
Professor Ari Lightman, Distinguished Service Professor of Digital Media and Marketing and the Director of the CIO Institute at Carnegie Mellon University shares his view on the impact digital and social analytics are having on the marketing industry and business as a whole, including trends and stories that showcase these shifts.
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
Successful marketers know how to use psychological principles to understand their customers, in order to deliver exactly what those customers need and want. All it takes is a little psychological insight, and you're ready for roll. Psychology is power, and applying the following principles to your business can define a whole new approach, and lead to more marketing success than you ever thought possible.
“If you were to give a one-sentence tip to a small business owner just started out with social media, what would you say?”
That’s the question we’ve been asking a lot over the last few weeks.
We’ve asked: business owners, marketers, social media experts, bloggers, entrepreneurs, best-selling authors, and a ton of other people who have achieved success on social media.
Most stuck to one sentence. Some cheated a little.
But all provided helpful tips that any business can use when getting started.
Now, it’s your turn! “If you were to give a one-sentence tip to a small business owner just started out with social media, what would you say?” Let us know on our blog: http://ow.ly/A1gr1
6 Questions to Lead You to a Social Media StrategyMark Schaefer
It can be intimidating and overwhelming to try to develop a social media strategy, but if you follow through on these six questions, your strategy will reveal itself.
Go Viral on the Social Web: The Definitive How-To guide!XPLAIN
Creating a Viral Content success story has no recipe. It has a lot of variables, not all of which can be controlled by a Brand. However, this deck offers you the ideal How-To approach in creating tasteful, inspired Content that will help your message stand out from the information noise on Social Web and make people eager to share it around.
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 Business Imperative Women's President OrganizationLiz Bullock
Liz Brown Bullock, Director of Social Media & Community, Dell, presents social business landscape and ten tips on how women owned businesses should be strategically using social to be more effective. Presented at Women’s President Organization in Dallas, Tx on May 1st, 2013
Liz Brown Bullock, Director of Social Media & Community, Dell, presents social business landscape and 10 tips on how women-owned businesses should be strategically using social to be more effective. Presented at Women’s President Organization in Dallas, TX on May 1st, 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Liz Brown Bullock, Director of Social Media & Community, Dell, discusses how you can successfully find your virtual voice with ten ideas strategically starting off to more in depth tips on content curation and building influencer relationships. Presented at the Women’s Empowerment Conference 2012 in San Diego, CA. #socialmedia #socialmediatraining
Social Roles in the Enterprise - PRSA CenTexAmy Tennison
Presentation prepared for the 2013 Central Texas PRSA Professional Development Conference: “Advancing Your Brand in a Digital Age.” Discuss what I do and how I got there, social roles at Dell and tips for building your social persona. #Iwork4Dell
Social Media in Organizations -Limerick Chamber of Commerce - Business Week Stephen Jio
Social Media - integration within the organisation by Stephen Jio, Dell. Presented in Dell Limerick.
For Limerick Business Week by Limerick Chamber of Commerce.
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).
How do you build a social organization? We're not talking about tweeting and posting updates on Facebook. We're talking about an organization that collaborates internally using an enterprise social network (ESN). An ESN is an internal platform designed to foster collaboration, communication, and knowledge sharing among employees.
If your company doesn’t use an ESN, consider more than 90 percent of Fortune 500 companies partially or fully implemented an enterprise social network by the end of 2013, according to Deloitte analysis. This is a 70 percent increase over 2011.
We live in an age where marketing has been undergoing radical changes at such a rate that we’re still developing the best ways to accomplish work successfully. Each of the major aspects of digital marketing has developed in their own silos. Now we can gain enormous economies and efficiencies through more internal collaboration and by tearing down those silos.
In this webinar, our panelists will share:
-Company cultures that support information sharing and collaboration.
-How to identify which business areas can benefit from increased communication.
-Tips on choosing software for your company’s, department’s, and team’s needs.
-Social networks aimed at businesses.
-Ways to improve participation in enterprise social networks.
Social Media Marketing - A Cloud9 Perspective Cloud9media
Cloud9 Media is social media conversations company. This slide deck showcases opportunities that brands can leverage using social media tools. In addition to this this slide deck carries several case studies cloud9 media created for brands such as Nike, Lerros, Alcott, D&A amongst many others
How Dell aligns Social within the Organisation - PRII Annual Conference - PR ...Stephen Jio
Presentation on Dell's Social Media alignment with the Brand. 25 April 2013. Public Relations Institute of Ireland Annual Conference 2013. PR at the media crossroads
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.
Similar to How Dell is Using Social Media to Deepen Relationships and Build Trust (20)
5 Social Media Tips For PR Pros - Social Media and the New PR World OrderDell Social Media
Social media has changed the PR game. Not only does social media break news, but it is increasingly becoming a go-to resource for journalistic research. In this presentation, Dell’s Carly Tatum discusses tips to approaching public relations on the social stage.
LinkedIn is ideal for marketers to reach influencers, build relationships and reach prospects. You can find more tips for using LinkedIn here: http://del.ly/SocialTips
Infographic: Social Media and Community University at DellDell Social Media
See how Dell's Social Media and Community University has grown over the past 3 years! It started as a basic certification course and has grown to a comprehensive program for team members around the globe. Learn more here: http://dell.to/16b4dST.
Infographic: Turning Internal Experts into Social Thought LeadersDell Social Media
An overview of Dell's program for empowering its subject matter experts to become social media influencers. You can find out more about the program here: http://del.ly/6017Zkch
How to enchant people with social media by Guy KawasakiDell Social Media
Guy Kawasaki presented a webinar on how to be enchanting with social media. A link to the webinar recording is at the end of the deck.
If you liked this, you will the latest tech news on http://TechPageOne
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
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
Liz Brown Bullock, Director of Social Media & Community, Dell, discusses how you can successfully find your virtual voice with ten ideas strategically starting off to more in depth tips on content curation and building influencer relationships. Presented at the Women’s Empowerment Conference 2012 in San Diego, CA.
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.
What Do I Tweet About? Make Your Employees Worth FollowingDell Social Media
Liz Brown Bullock, Director of Social Media and Community, Dell discusses how your employees are your biggest assets in building customer relationships via social media. This presentation covers 10 key ideas to ensure your employees are strategically connecting their social media efforts to the company and customer objectives, plus additional best practice tips for employee success at Dreamforce 2012.
Liz Bullock, Director - Social Media and Marketing at Dell, talks about the importance of organizations actively fostering social conversations – listening, learning, engaging, and acting – across all functions of the business, as well as how to effectively empower employees to engage with customers on behalf of the brand. This presentation took place at the Corporate Social Media Summit, June 14, 2012, in New York.
Making your Corporate Blog a Customer Connection HubDell Social Media
This is a presentation that Lionel Menchaca, Chief Blogger at Dell, delivered at BlogWorld NY 2012. Blogs still matter. Why? They are still the most effective and flexible tool for connecting conversations around the web. Lionel discusses how to write blog posts that are connected to conversations and issues that matter to customers.
How Connected is your Cause? - Fundraising through Fans, Followers & Friends.Dell Social Media
Carly Tatum, International Social Media Manager at Dell, shares how family foundations can use social media to raise awareness and money for their cause. Presented on May 17, 2012, at the Neuroblastoma and Medulloblastoma Translational Research Consortium at Dell Children’s Hospital in Austin, Texas.
A recap of Dell's experience at SXSWi (South by South West Interactive) 2012 in Austin, TX. Highlights include visual notes on a variety of topics from the first ever Dell-hosted "Unconference," product launch strategies, useful tips for start-ups, social commerce, etc.
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.
Lionel Menchaca, Dell's Chief Blogger, talks about how to do corporate blogging the right way. Find out how a sound blogging strategy can enable a company to effectively engage its audience, serve as a robust platform for rich media content, and provide ongoing value.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
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Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
Explore our most comprehensive guide on lookback analysis at SafePaaS, covering access governance and how it can transform modern ERP audits. Browse now!
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
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⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
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Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Global Interconnection Group Joint Venture[960] (1).pdf
How Dell is Using Social Media to Deepen Relationships and Build Trust
1. How Dell is using social media to
deepen relationships & build trust
Liz Bullock, Director Social Media & Marketing
Liz Brown Bullock (LinkedIn)
@lizbbullock
#MSITMtg
2. Global Marketing
Power of social media:
More than ever – a company’s
brand is influenced by what
consumers are saying about the
brand
How companies
market, sell to and
support their
customers is
changing…
25% of search results
for the world’s top
20 largest brands are
links to user-
generated content
(Socialnomics, ’09)
A professor or
person like you is
trusted 2x as much
as a chief executive
or government
official
(Edelman Trust Barometer, ‘13)
Confidential2
90% trust recommendations from
people they know. 70% trust
consumer opinions posted online.
14% trust advertising (Nielsen, 2009)
3. Global Marketing
Engage or Die…
Customers expect more.
• In 5 years trust attributes have shifted
from operational excellence to more
engaging, external facing behaviors
– Listens to customer needs and
feedback
– Takes responsible actions to address
an issue or crisis
Tops down message won’t cut it alone
anymore.
• Action consumers, social activists,
employees involved in real-time,
peer to peer dialogues
Confidential3 4/18/2013 • Edelman Trust Barometer 2013
5. Global Marketing
January
2008
Dell aligns
organization
for success
August 2006
Blog outreach
expanded beyond
tech Support
December 2006
Ratings and
reviews launched
on Dell.com
July 2006
Direct2Dell launched
Today Direct2Dell exists in
English, Spanish, Norwegian,
Japanese and Chinese.
February 2006
Michael Dell asked
Why don’t we reach out and help
bloggers with tech support issues?
January 2007
StudioDell launched
Dell’s video and podcast site, with
helpful tips and tricks. Eventually
expanding this into the YouTube
channel making sharing easier.
February 2007
IdeaStorm launched
A voting based site allowing
customers and others to
submit ideas for Dell.
June 2007
Dell joined Twitter
EmployeeStorm
launched
Internal Blogs Launched
for Employees.
October 2007
Michael Dell quoted in Business
Week
In response to Jeff Jarvis question around
whether companies want to be part of the
online conversation: ”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.”
November 2007
DellShares
launched
The first investor
relations blog by a
public company.
March 2008
Accepted Solutions
launched on Community
Dell France begins Online
Community Outreach
May 2008
Dell Outlet achieved
$0.5M in sales via Twitter
April 2008
Inside IT launched
Blog focused on business
customers, and Cloud
Computing.
June 2008
Channel
blog
launched
January 2009
Dell Organizes
into four
customer
focused
business units
Spring 2009
Members of
Community
and
Conversations
deployed
within each of
the new Dell
Business units
June 2009
$2M+ Sales
via Twitter
2009
Dell TechCenter
June 2009
Global Twitter
revenues of
$6.5 M
December
2009
Huffington
Post Blog
March
2010
Dell
joins
Sina
Weibo
in
China
2006 2007 2008 2009 2010 2011
Altimeter
recognized Dell
with “Open
Leadership Award
for Innovation and
Execution”
Social Media &
Community
University (SMaC U)
launched
5,000 team
members trained by
end of year
B2B pages on
Facebook
Dell
named
the No.
1 most
social
brand
6 Awards for the
Social Media Listening
Command Center
June 2010
CAP Days launched
In-person events for vocal
online customers
December 2010
Social Media
Listening
Command
Center launched
Seven years journey of embedding social to be a better
business
5
2012
6. Global Marketing
Listen, Engage, Act
Confidential6 4/18/2013
Customer
Listen to customer conversations across online
Customer Needs Brand ReputationIdeas
• Tech & care support
• Sales support
• IdeaStorm
• Collaboration
• Providing communities
• Thank you & delight
• Employee advocacy
Sales Marketing
Product
Group
HR Online
8. Global Marketing
Dell’s CAP Days & Social Think Tanks
Customers giving feedback on Dell’s business Dell facilitating topic-based discussions &
brainstorms with influencers not customers
Outside In Inside Out
Customer
Feedback
Customer
Feedback
Customer
Feedback
Customer
Feedback
Influencer
Dialogue
Influencer
Dialogue
Influencer
Dialogue
Influencer
Dialogue
9. Global Marketing
IdeaStorm & Storm Sessions
Launched in 2007 to provide customers with
avenue to share ideas on products, services
and operations
• 60,000+ User Accounts
• 18,000+ Ideas
• 739,000+ Votes
• 97,000+ Comments
• 520 Ideas Implemented
Most recently supported new product
launch (Project Sputnik) to address new
target audience (developers)
• Ideastorm members 50% higher in
revenue vs. non members
• Purchase Frequency 33% higher
Confidential9 4/18/2013
10. Global Marketing
Customer Experience
Social Outreach team formed in 2006
• Tech support experts were then hand-
selected for their tech problem-solving
expertise and superior interpersonal
skills
• On average team addresses 3,000 posts
a week in 11 languages
– 98% resolution rate
– 45% ranters to ravers conversion
– Team proactively developing helpful
content based listening and
engagements
Confidential10 4/18/2013
11. Global Marketing
Thanking Customers #DellLove
Surprise & delight our customers to create memorable experiences
• Weekly videos created to thank customers
• Ability to answer questions or offer Product Recommendations
• 200+ videos created to date with 4MM+ reach
• http://www.youtube.com/watch?v=En5putiBDTg
Confidential11 4/18/2013
“By creating this video to thank me, Dell has
successfully evangelized itself … I will go on
and on about this incident anytime
someone talks to me about Dell or seeks
my advice while buying a computer. And so
I act as an evangelist for Dell which can
possibly get them more business.”
– Social Paparazzi, HappyMarketer.com
14. Global Marketing
SocialSME (Subject Matter Experts)
Train SME’s to be social thought
leaders, develop key influencer and
customer relationships and thrive in
relevant online communities
Value: Impact Dell’s share of voice,
sentiment, SEO, solutions and
ultimately sales
Individual scorecards: Revenue,
share of voice, earned media value,
SEO and engagement
Confidential14 4/18/2013 Credibility Sees Dramatic Changes: Edelman Trust Barometer 2012
15. Global Marketing
Closing with final thoughts…
• #1 Trust is not a commodity. It cannot be bought, it must be earned
• #2 Embrace all channels of communication both offline and online and
actively listen
• #3 Provide opportunities for your consumers, advocates and employees to
co-create and be part of your process
• #4 Engagement and Integrity are critical for success in building Trust
• #5 Train your employees – and even offer a class on listening for insights
and how to bring into the business
Confidential15 4/18/2013