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
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.
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.
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 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
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
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.
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.
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 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
Philips Enterprise Social Network: From Audiences to CommunitiesDennis Agusi
A presentation about our learnins in our two year journey into enterprise social networking. We see a shift from audiences to communities. This presentation shows the difference between audiences and communities but also highlights the skills a community manager need.
Philips Internal Communications: Why every communications professional should...Dennis Agusi
A presentation about why every internal communications professional should have community manager skills and why we need to change how we communicate internally. Generation Y is forcing us to rethink the way we communicate internally.
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.
Philips Enterprise Social Networking: The Importance of Community ManagementDennis Agusi
A presentation about the importance of community management for enterprise social networks. The presentation includes a strategy to launch an enterprise social network but also tips and tricks for community managers.
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).
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.
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.
The Benefits of Social Collaboration in the EnterpriseIntergen
According to Forrester, growth in software investment is shifting to people centric and collaborative software with 37% of IT decision-makers planning to implement or expand the use of collaboration tools, compared with 25% or less who are planning investments in traditional software such as enterprise resource planning, human capital management or product life-cycle management.
The drivers for this change include:
• A greater desire for organisations to capture and re-use knowledge.
• The need to maintain connections throughout a distributed workforce.
• The need to align software systems to meet new workforce demands.
This event discussed Microsoft's vision for social collaboration in the enterprise and see how you can extend your SharePoint platform with Yammer to foster greater team collaboration, empower your employees and drive business agility.
Philips Enterprise Social Network: From Audiences to CommunitiesDennis Agusi
A presentation about our learnins in our two year journey into enterprise social networking. We see a shift from audiences to communities. This presentation shows the difference between audiences and communities but also highlights the skills a community manager need.
Philips Internal Communications: Why every communications professional should...Dennis Agusi
A presentation about why every internal communications professional should have community manager skills and why we need to change how we communicate internally. Generation Y is forcing us to rethink the way we communicate internally.
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.
Philips Enterprise Social Networking: The Importance of Community ManagementDennis Agusi
A presentation about the importance of community management for enterprise social networks. The presentation includes a strategy to launch an enterprise social network but also tips and tricks for community managers.
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).
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.
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.
The Benefits of Social Collaboration in the EnterpriseIntergen
According to Forrester, growth in software investment is shifting to people centric and collaborative software with 37% of IT decision-makers planning to implement or expand the use of collaboration tools, compared with 25% or less who are planning investments in traditional software such as enterprise resource planning, human capital management or product life-cycle management.
The drivers for this change include:
• A greater desire for organisations to capture and re-use knowledge.
• The need to maintain connections throughout a distributed workforce.
• The need to align software systems to meet new workforce demands.
This event discussed Microsoft's vision for social collaboration in the enterprise and see how you can extend your SharePoint platform with Yammer to foster greater team collaboration, empower your employees and drive business agility.
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.
Dell Social Media Presentation - Tackling Corporate Reputation with Social Me...Kerry Bridge
Cory Edwards, Director of Social Media at Dell shared a presentation to Reputation Online and New Media Ages' event today about Tackling Corporate Reputation with Social Media. #nmaSES
The Journey of Business Adoption to Realize Benefits of Social MediaManish Mehta
The Journey of Business Adoption to Realize Benefits of Social Media as presented by Manish Mehta, Dell's VP of Social Media at the BazaarVoice Social Commerce Summit April 6, 2011.
Despite an overwhelming trend toward content marketing and the need to continually feed an ever-increasing portfolio of content channels and formats, most organizations have not yet addressed content on either a strategic or tactical level. This report explores scalable organizational models for addressing content needs across the enterprise and makes recommendations for a holistic program.
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 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
Insights don't happen by accident, they're the process of thoughtful segmentation, designed to answer complex business questions. Join Steve Reeves, Sr. Solutions Architect for Dell Digital Business Services in this session to learn how they take a business-first approach to uncovering critical insights for their customers through social data, which drives change across the entire enterprise. Also, learn how Dell is using insights from social data as a foundational element for building a comprehensive customer 360 for their clients.
Integrated Social and Digital Communications: A Practical Application - Dr. K...Energy Digital Summit
This presentation was written by Dr. Konstanze Alex-Brown, Global Communications, Social Media Strategy at Dell Corporation. Dr. Brown was invited to present as a keynote speaker for the inaugural Energy Digital Summit in June 2014. She presented on the topics of marriage of social media, digital communications and building community in Energy & Technology.
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.
The Challenges of Good Governance and Project Implementation in Nigeria: A Re...AJHSSR Journal
ABSTRACT : This study reveals that systemic corruption and other factors including poor leadership,
leadership recruitment processes, ethnic and regional politics, tribalism and mediocrity, poor planning, and
variation of project design have been the causative factors that undermine projects implementation in postindependence African states, particularly in Nigeria. The study, thus, argued that successive governments of
African states, using Nigeria as a case study, have been deeply engrossed in this obnoxious practice that has
undermined infrastructure sector development as well as enthroned impoverishment and mass poverty in these
African countries. This study, therefore, is posed to examine the similarities in causative factors, effects and
consequences of corruption and how it affects governance, projects implementation and national growth. To
achieve this, the study adopted historical research design which is qualitative and explorative in nature. The
study among others suggests that the governments of developing countries should shun corruption and other
forms of obnoxious practices in order to operate effective and efficient systems that promote good governance
and ensure there is adequate projects implementation which are the attributes of a responsible government and
good leadership. Policy makers should also prioritize policy objectives and competence to ensure that policies
are fully implemented within stipulated time frame.
KEYWORDS: Developing Countries, Nigeria, Government, Project Implementation, Project Failure
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How social media marketing helps businesses in 2024.pdfpramodkumar2310
Social media marketing refers to the process of utilizing social media platforms to promote products, services, or brands. It involves creating and sharing valuable content, engaging with followers, analyzing data, and running targeted advertising campaigns.
www.nidmindia.com
“To be integrated is to feel secure, to feel connected.” The views and experi...AJHSSR Journal
ABSTRACT: Although a significant amount of literature exists on Morocco's migration policies and their
successes and failures since their implementation in 2014, there is limited research on the integration of subSaharan African children into schools. This paperis part of a Ph.D. research project that aims to fill this gap. It
reports the main findings of a study conducted with migrant children enrolled in two public schools in Rabat,
Morocco, exploring how integration is defined by the children themselves and identifying the obstacles that they
have encountered thus far. The following paper uses an inductive approach and primarily focuses on the
relationships of children with their teachers and peers as a key aspect of integration for students with a migration
background. The study has led to several crucial findings. It emphasizes the significance of speaking Colloquial
Moroccan Arabic (Darija) and being part of a community for effective integration. Moreover, it reveals that the
use of Modern Standard Arabic as the language of instruction in schools is a source of frustration for students,
indicating the need for language policy reform. The study underlines the importanceof considering the
children‟s agency when being integrated into mainstream public schools.
.
KEYWORDS: migration, education, integration, sub-Saharan African children, public school
Enhance your social media strategy with the best digital marketing agency in Kolkata. This PPT covers 7 essential tips for effective social media marketing, offering practical advice and actionable insights to help you boost engagement, reach your target audience, and grow your online presence.
Exploring Factors Affecting the Success of TVET-Industry Partnership: A Case ...AJHSSR Journal
ABSTRACT: The purpose of this study was to explore factors affecting the success of TVET-industry
partnerships. A case study design of the qualitative research method was used to achieve this objective. For the
study, one polytechnic college of Oromia regional state, and two industries were purposively selected. From the
sample polytechnic college and industries, a total of 17 sample respondents were selected. Out of 17
respondents, 10 respondents were selected using the snowball sampling method, and the rest 7 respondents were
selected using the purposive sampling technique. The qualitative data were collected through an in-depth
interview and document analysis. The data were analyzed using thematic approaches. The findings revealed that
TVET-industry partnerships were found weak. Lack of key stakeholder‟s awareness shortage of improved
training equipment and machines in polytechnic colleges, absence of trainee health insurance policy, lack of
incentive mechanisms for private industries, lack of employer industries involvement in designing and
developing occupational standards, and preparation of curriculum were some of the impediments of TVETindustry partnership. Based on the findings it was recommended that the Oromia TVET bureau in collaboration
with other relevant concerned regional authorities and TVET colleges, set new strategies for creating strong
awareness for industries, companies, and other relevant stakeholders on the purpose and advantages of
implementing successful TVET-industry partnership. Finally, the Oromia regional government in collaboration
with the TVET bureau needs to create policy-supported incentive strategies such as giving occasional privileges
of duty-free import, tax reduction, and regional government recognition awards based on the level of partnership
contribution to TVET institutions in promoting TVET-industry partnership.
KEY WORDS: employability skills, industries, and partnership
Grow Your Reddit Community Fast.........SocioCosmos
Sociocosmos helps you gain Reddit followers quickly and easily. Build your community and expand your influence.
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Non-Financial Information and Firm Risk Non-Financial Information and Firm RiskAJHSSR Journal
ABSTRACT: This research aims to examine how ESG disclosure and risk disclosure affect the total risk of
companies. Using cross section data from 355 companies listed in Indonesia Stock Exchange, data regarding
ESG disclosure and risk was collected. In this research, ESG and risk disclosures are measured based on content
analysis using GRI 4 guidelines for ESG disclosures and COSO ERM for risk disclosures. Using multiple
regression, it is concluded that only risk disclosure can reduce the company's total risk, while ESG disclosure
cannot affect the company's total risk. This shows that only risk disclosure is relevant in determining a
company's total risk.
KEYWORDS: ESG disclosure, risk disclosure, firm risk
Social media refers to online platforms and tools that enable users to create, share, and exchange information, ideas, and content in virtual communities and networks. These platforms have revolutionized the way people communicate, interact, and consume information. Here are some key aspects and descriptions of social media:
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Get Ahead with YouTube Growth Services....SocioCosmos
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2. 7 years ago:
4000 posts
per day
Today:
25,000 posts
per day
(in English
alone)
2
Confidential
11/17/2013
Social Media Services Group
3. About your presenter
• Highest ranked Social Media SME
at Dell
• Social Media Nerd, Process
Engineer,
Product Development,
Management Consultant
• Passionate about using social
media to create connections…
– for companies and their
customers,
– for personal brand, and
– to make a difference in the
world (charities)
• Digital Footprints and Passions
3
Confidential 11/17/2013
– @knoxkeith (twitter)
Social Media Services Group
4. Starting
down a new
road, in a
vehicle, yet
to be
proven
4
Even
today, the
infrastructu
re is
evolving
Social Media Services Group
5. Our Customers Are Talking About Dell
• Our customers are talking about Dell.
– 25K conversations daily about Dell
5
Confidential
“Engaging in honest, direct conversations
with customers and stakeholders is a part
of who we are, who we’ve always
been. The social web amplifies our
opportunity to listen and learn and invest
ourselves in two-way dialogue, enabling us
to become a better company with more to
offer the people who depend on us.”
Social Media Services Group
-Michael Dell
6. Our Customers Want Us Engaged
• 93% of social media users believe a
company should have a presence in social
media
• 85% of users believe a company should not
only be present but also interact with its
consumers via social media
• 56% of users feel they have a stronger
connection with and are better served by
companies when they can interact with
them in a social media environment
6
Confidential
Social Media Services Group
8. Social media practitioner
March 2008
Accepted Solutions
launched on Community
February 2006
Dell France begins Online
May 2008
Michael Dell asked
A voting based site
Community Outreach
Why don’t we reach out and
Dell Outlet achieved
allowing customers and
October 2007
help bloggers with tech
$0.5M in sales via
others to submit ideas
support issues?
Michael Dell quoted in
for Dell.
Twitter
Business Week
December 2006
In response to Jeff Jarvis question
Ratings and
January 2009
around whether companies want to be
reviews
part of the online conversation: ”My
Dell
launched on
argument is you absolutely do. You can
Organizes
learn from them. You can improve your
Dell.com
into four
reaction time. And you can be a better
company by listening and being involved
customer
in that conversation.”
focused
business units
June 2009
Global
Twitter
revenues of
$6.5 M
February 2007
IdeaStorm
launched
2006
crawl.
walk.
run.
2007
July 2006
Direct2Dell
launched
Today Direct2Dell exists
in
English, Spanish, Norwegi
an, Japanese and Chinese.
August 2006
Blog outreach
expanded
beyond tech
Support
8
2008
June 2007
Dell joined
Twitter
EmployeeStorm
launched
Internal Blogs
January 2007
Launched for
November
StudioDell launched
Employees.
Dell’s video and podcast site,
2007
with helpful tips and tricks.
DellShares
Eventually expanding this into
launched
the YouTube channel making
sharing easier.
The first investor
relations blog by
a public company.
June 2009
$2M+ Sales
via
Twitter
2009
June 2008
Channel
blog
launched
January
2008
Dell aligns
organizatio
n
for success
April 2008
Inside IT launched
Blog focused on business
customers, and Cloud
Computing.
Marc
h 2010
Dell
joins
Sina
Weibo
in
China
Altimeter
recognized Dell
Dell
named
the No.
1 most
social
brand
with “Open
Leadership Award
for Innovation and
Execution”
December 2010
Social Media
Listening
Command
Center launched
2011
2010
Social Media &
Community
University (SMaC U)
launched
Spring 2009
Members of
Community
and
Conversation
s deployed
within each
of the new
Dell Business
units
2009
Dell
5,000 team
TechCenter
December members trained by
end of year
2009
Huffington
Post Blog
B2B pages
on
Facebook
6 Awards for the
Social Media
Listening Command
Center
June 2010
CAP Days launched
In-person events for
vocal online customers
Social Media Services Group
9. Empowering employees:
Social Media & Community University
Principles
Policy
Governance
Training, Certification
& Tools
Social Media Services Group
14. Transforming reputation via social
Dell CAP Days
Dell Social Think Tanks
Inside Out
Outside In
Customer
Feedback
Customer
Feedback
Custome
r
Feedbac
Customers giving feedback on Dell’s business
k
Custome
r
Feedback
14
Confidential
Influenc
er
Dialogue
Influenc
er
Dialogue
Influenc
er
Dialogue
Influenc
er
Dialogue
Dell facilitating topic-based discussions &
brainstorms with influencers not customers
Social Media Services Group
16. How social listening provides value
Key Use Cases
Competitive Intelligence –
Understand competitor messaging
and share of voice
SOS Support – Improve
prioritization and coverage of
Support issues
Marketing / Merchandising –
Improve messaging and offers
based on customer feedback
Listening for Leads – Identify new
leads
Listening for M&A - Research on
potential acquisitions; Customer
reaction on upcoming acquisitions
Listening for Governmental Issues–
Better understanding of potential
issues
16
Stakeholder
Benefits
Product
Group
Opex Savings
Customer
Support
Marketing
Sales
Corporate
Strategy
Government
Relations
Call
Reduction, Im
prove NPS
Improve
MarComm
Efficiency, Up
Qualified
sells
Leads, Increa
sed Revenue
Opex Savings
Enabler
Social Media Services Group
The great new is that our customers are already talking about Dell. There are over 22K conversations daily. And as a company we are invested in listening and engaging in those conversations. Let’s read this quick quote from Michael Dell: “Engaging in honest, direct conversations with customers and stakeholders is a part of who we are, who we’ve always been. The social web amplifies our opportunity to listen and learn and invest ourselves in two-way dialogue, enabling us to become a better company with more to offer the people who depend on us.”
Customers also want us engaged. 93% of social media users believe a company should have a presence in social media and 56% feel they have a stronger connection with and are better served by companies when they can interact with them in a social media environment.We aren’t just talking about B2C (business to consumer) customers. 60% of B2B technology decision-makers rely on technical support forums to inform and validate their purchase decisions.
Dell’s use of social media really goes to the roots of who we are as a company: the power and value of direct connections with customers, as well as using the Web as a tool to be a better business. Our teams have been exchanging information with customers online since the late 1980s with listservs, and by 1996 we had our own Dell Community forums at Dell.com (other examples include: early leadership of e-commerce, the Web infrastructure to drive our supply chain, Premier Pages, etc)Today, we see social media as tool to be used across the fabric/functions of our businesses to build better business and be more connected with customers (i.e. the social web is not just about marketing or a customer support channel, rather it is a tool to be used to collaborate, connect and constantly do more with customers, from quality, to innovation, to building better business processes, to connecting and sharing real time, as well as solving technical or customer care issues) Highlights to pick out:Started with technical support (Customer service delivery)Just over 5 years ago became an early adopter using social media to connect with customers and build a better business. In March 2006 we established the Online Community Outreach team, a group of tech support experts that reached out to bloggers around the world who had questions or required assistance. Later that year we expanded blog outreach beyond tech support to include any conversations about Dell. 2006 was also the year we launched our blog, Direct2Dell.Moved into communications – using as a channel to tell our story – Direct to DellDeveloped into crowd sourced product and service development with IdeaStormGone multi-lingual – multi-platforms – from our own .com/blog out to those customers select for themselves – no good just listening to the conversations in English, in your own frontroom - got to get out into the street to hear what customers really thinkInternal and external – agent for collaboration and innovation within the organisation e.g. Employee Storm; ChatterDirect sales (or facilitation) channel – lot made of our sales on platforms like twitter with @delloutlet but also important to realise that buying behaviours for products and services are also now heavily influenced by the social web – the opinions of trusted friends often first port of call (social web friends; bloggers)…so bringing those views into the buying process is impactful – so dell.com brings reviews/ratings front and centre with customersPower of advocates/ambassadors not to be underestimated – your team members are powerful voices for your brand/products and services… SMaC training and open access to all the tools they need at work to both LISTEN and ENGAGENote: Google+Dell team members from around the around the world are early adopters and users of social media, most recently on Google+ and Pinterest.
Nearly 8,000 employees have participated in trainings• 3400 employees have completed 8 hours of coursework and are ‘certified’
30,000 posts a day about Dell. We follow the influencers, where the conversations are happening, how we compare with our competitors, and what our sentiment is in social.
Taking online conversations offline – outside in approachCustomer Advisory Panel (CAP) Days Opportunity to engage in open honest discussion and build relationships with 12-15 influential ranters and ravers in a particular segment actively talking about DellDell does not run the event – 3rd party moderator (analysts, blogger, etc)Defined agenda about Dell built on pre-event customer surveyFirst and foremost, it’s a LISTENING eventRavers help answer/defend so Dell doesn’t have toDell participants – usually VPs and above with BU ownershipHolding 15 from May-SeptDriven and funded by BusSuccess is…Positive buzz about Dell in social mediaIncrease in positive coverage across social and traditional media (measured via Communications Pulse Tracker)Key learnings and feedback to help drive improvements in our businessOngoing relationships with influencers who can help tell the Dell story and become brand advocatesEvents in U.S., China, Germany and on topics ranging from support to green ITThink Tank Program – Inside out approachDell facilitating topic-based (industry trends) discussions and brainstorms with influencers not customers.Brings together online influencers to brainstorm and discuss collaborative ways an industry can better its stakeholder outcomesProgressively focused thought leadership discussions about key industry issues, trends and direction enabled, not controlled, by DellAgenda created in partnership with attendeesDell takes a proactive roleForum for ideas/potential customers to funnel back to the business for actionIn person AND online dialogue simultaneously – Livestream eventsOpen for promotion – encourage to blog, tweet and be transparent and share publically A relationship with key social media influencers kick started by in person dialogue Opportunity for Dell to listen and understand key priorities and needs of potential customer baseCreate group of loyal advocates and 3rd party story tellersCapture customer stories, ideas on how Dell can best service this influential audience and understand priorities of these customers or potential customersPositive buzz about Dell as an active enabler and a brand that listens to the needs of the industry