Dell uses social media to listen to customers, engage with them, and learn how to improve. It has teams dedicated to listening across social platforms and trained employees. Dell learns from over 100,000 customer reviews and forums to enhance products and services. It finds opportunities through viral videos, events, offers and competitions on social media to engage new audiences.

1. Dell & Social Media –listen, engage, learnStephen JioSocial e-Commerce Conference, Stockholm17 March 2011

2. 2Dell & Social Media - listen, engage, learn Who we areWhy Social MediaHow we listen When do we engageWhat we learnWhere the opportunities are17/03/2011 Stockholm

3. 3Dell & Social Media - who we are17/03/2011 StockholmDell is Global…96,000Employeesglobally2BillionInteractionsAnnuallyDell.com in 166 countries and 34 languagesService Team members in 90 countries

4. Dell is Responsible…Perfect score in Corporate Equality Index (6th year in a row)Greenest company in America 2010 (Newsweek)Proud Corporate supporter of (PRODUCT)RED™200,000 hours of Volunteer time by Employees4Dell & Social Media - who we are17/03/2011 Stockholm

5. Dell is Social…3,500,000 Community connections22,000 Conversations every day100,000 Customer generated reviews$6,500,000 in revenue for Dell Twitter globally5Dell & Social Media - who we are17/03/2011 Stockholm

6. 6Dell & Social Media – Why Social MediaSocial Media helps Dell in achieving their purpose of:“Delivering technology solutions that enable people everywhere to grow and thrive.”Confidential

7. 7Dell & Social Media – Why Social Media17/03/2011 Stockholm…a brief history

8. 8Dell & Social Media – how we listen and engageListening Dedicated listeners in our global Listening Command CentreRegional listening teams on the ground in each regionOver 6,000 Dell Employees trained to listen 17/03/2011 Stockholm

9. 9Dell & Social Media – how we listen and engage17/03/2011 StockholmEngagingSupport teams representing:Product supportSales and orderPost supportProduct qualityCommunicationsOnlineAnd more…

10. 10Dell & Social Media – how we listen and engageTwitter listening & engagingListening to social media properties and engaging with customers@dellhomeuk averaging 80 engagements daily Capturing trends on customer behaviour 17/03/2011 Stockholm

11. 11Dell & Social Media – how we listen and engage17/03/2011 StockholmEmployees get involvedTraining and certification for listening and engagingInternal social media property, Chatter accessible to every single employeeMultitude of employee communities that encourage engagement

12. 12Dell & Social Media – how we listen and engage17/03/2011 StockholmSupport and escalationDell Cares is a global team:Providing support for Social Media queries across all propertiesRegional language based teamsProvides escalation on issues requiring specific care

13. 13Dell & Social Media – how we listen and engageFacebook listening & engagingListening to threads and engaging when appropriateTwo-way engagement on FacebookFans are fully engaged with other fans and Dell17/03/2011 Stockholm

14. 14Dell & Social Media – what we learn and get in returnVoice of the CustomerSocial Advisor – Tag CloudProduct selector, non-bias Based on customer reviewsTransaction on site17/03/2011 Stockholm

15. 15Dell & Social Media – what we learn and get in returnVoice of the CustomerOver 100,000 reviews from customersCustomers recommend to other customers17/03/2011 Stockholm

16. 16Dell & Social Media – what we learn and get in returnQ&A Community WikiUsers post questions and Community answersLeverage rich community knowledgeDell experts also provide answersOver 1,800 questions so far17/03/2011 Stockholm

17. 17Dell & Social Media – what we learn and get in returnTradeSecretsSharing best practice between companiesUsing Twitter keeps it focused Confidential

18. 18Dell & Social Media – where the opportunities areViral videosProduct launch teasers, interviews, press conferences, customer storiesDell Duo teaser gathered 250,000 views in the first 72 hours – over 650,000 views to date17/03/2011 Stockholm

19. 19Dell & Social Media – where the opportunities areFlash mobIntroduction of Dell Streak in Australia Published to YouTube it garnered 50,000 views17/03/2011 Stockholm

20. 20Dell & Social Media – where the opportunities areDell Streak across America9 cities coast to coastFacebook fan page to generate interest and invitations to attendBlogging of journey created on going interest and PR17/03/2011 Stockholm

21. 21Dell & Social Media – where the opportunities areMTV EMA – Red CarpetCreated a red carpet experience for the audience that included a photo callAll images were posted on Facebook fan pages in Europe and the fans were encouraged to tag themselves in the photo and share their experience on the site.17/03/2011 Stockholm

22. 22Dell & Social Media – where the opportunities are17/03/2011 StockholmTwitter Offers – Outlet SalesExclusive offers1.5 million followers in the US outletSignificant revenue generated through offers on Twitter.

23. 23Dell & Social Media – where the opportunities are17/03/2011 StockholmSwarmGroup buying – on FacebookUnique limited offerGroup discounts – get better with when more joinOffers close after buying group minimum achievedLaunched in Canada, AustraliaLaunching in UK

24. 24Dell & Social Media – where the opportunities are17/03/2011 StockholmSocial CompetitionsDell Duo – launch campaignGenerate interest in Dell DuoMusic playlistWin a Duo

25. 25Dell & Social Media – where the opportunities are17/03/2011 StockholmProduct and eco-system integrationFeature our mobility product set and how they integrate technology with the social media lifestyleEco-system of our Stage UI which provides a common interface with all Dell products with widgets for social media

26. 26Dell & Social Media - listen, engage, learn 17/03/2011 Stockholm“Engaging in honest, directconversations 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.” -Michael Dell

27. 27Dell & Social Media - listen, engage, learn ListenListening provides insight to your brand and can be an early indicator of action needed to be takenEngageEngage when appropriate and do it in a clear, objective and transparent mannerLearnSocial Media provides great learning that are not only reactive, but proactive and can lead to ecommerce opportunitiesConfidential

28. Thank you!2817/03/2011 Stockholm

29. 29Dell & Social Media - listening, engaging, learn How Dell uses social media to listen and engage with customers along with reaching out to new audiencesCreate a working culture that integrates social media across the organisationHow social media has become an effective tool for customer serviceUsing customer feedback and reviews to benefit the evolution of our solutions along with proving that voice to their peers in the purchase processMaking social media an integral channel for launches, campaigns and other activitiesConfidential