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 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
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
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, 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 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
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
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
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.
Embedding Social Media to be a better business via trainingLiz Bullock
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 companywide for Dell. #some training #socialmediatraining
Liz Brown Bullock, Director of Social Media and Community, shares how big brands (like Dell) are using social to listen, engage and act with customers to support their marketing efforts and deepen customer relationships. Presentation with University of Texas MBA students October 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
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 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.
What Do I Tweet About? Making Your Employees Worth FollowingLiz Bullock
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 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 Media for Small Business Pres (WIPP 2012 Annual Leadership Mtg)Amy Tennison
Presented at the Women in Public Policy (WIPP) Annual Leadership Meeting July 18-19, 2012 at the Liaison Capitol Hill, Washington, DC on social media for small business. WIPP is a national nonpartisan public policy organization, advocating on behalf of nearly 1 million women-owned businesses representing 63 business organizations. WIPP provides timely economic policy information and identifies important trends and opportunities to its membership. #Iwork4Dell
The Dell Trade Secrets campaign facilitates the sharing of advice and insights among
small business professionals. As Dell launched the Latitude E-Family of laptops—
redesigned specifically to meet the needs of SMBs—we asked you to share your
trade secrets for ensuring on-the-job reliability. You responded across several social
media channels, including our dedicated Facebook tab, Twitter and various blogs.
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.
Embedding Social Media to be a better business via trainingLiz Bullock
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 companywide for Dell. #some training #socialmediatraining
Liz Brown Bullock, Director of Social Media and Community, shares how big brands (like Dell) are using social to listen, engage and act with customers to support their marketing efforts and deepen customer relationships. Presentation with University of Texas MBA students October 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
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 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.
What Do I Tweet About? Making Your Employees Worth FollowingLiz Bullock
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 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 Media for Small Business Pres (WIPP 2012 Annual Leadership Mtg)Amy Tennison
Presented at the Women in Public Policy (WIPP) Annual Leadership Meeting July 18-19, 2012 at the Liaison Capitol Hill, Washington, DC on social media for small business. WIPP is a national nonpartisan public policy organization, advocating on behalf of nearly 1 million women-owned businesses representing 63 business organizations. WIPP provides timely economic policy information and identifies important trends and opportunities to its membership. #Iwork4Dell
The Dell Trade Secrets campaign facilitates the sharing of advice and insights among
small business professionals. As Dell launched the Latitude E-Family of laptops—
redesigned specifically to meet the needs of SMBs—we asked you to share your
trade secrets for ensuring on-the-job reliability. You responded across several social
media channels, including our dedicated Facebook tab, Twitter and various blogs.
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.
Dell social media case study #smu2 the power of crowdsourcingDell Social Media
Dell's James Gibb shares a case study on Dell's Social Media at #SMU2. The theme of the day is the power of crowd-sourcing. You can connect with James on Twitter @JamesGatDell
A Dell Healthcare Services POV on payment integrity, utilization management and provider management. Browse the slides and discover more at Dell.com/healthplans
Dell Healthcare Services: Staffing and EnrollmentDell Services
A capability overview of Stafing and Enrollment solutions from Dell Healthcare Services. Browse through the deck to discover how Dell Healthcare Services can help your organization become future-ready. Learn more at Dell.com/healthplans
Channel Partners: Lead with Dell Software SolutionsDell World
Deliver real value to your customers as you expand your reach and increase your revenue with Dell Software (For Channel partners only).
Your customers are facing monumental challenges on managing and securing applications, data and their infrastructure. These challenges are driving cost and complexity into the IT environment. Dell Software’s end to end portfolio allows channel partners to expand their sales of solutions and services to both existing new customers while demonstrating tangible value by:
• Improving the efficiency of IT organizations through the centralized management and security
• Speeding the pace of business through better application availability, data protection and rapid recovery
• Enabling cloud and mobile application delivery through modernizing infrastructure software
• Securing the endpoint, the data and the network
Join Roy Appelbaum for this interactive break out session on how the Dell Software portfolio provides you the blueprint to help your customers build the future ready enterprise.
Are your backups are too big, and do they take too long? Are you worried you won’t get all of your data back? Do you waste hours managing complicated, temperamental backup implementations? Join is as we discuss innovative ways to improve your backups, make them more predictable, shrink backup windows, over-perform on SLAs, and reliably recover your data—every time, on time. Hear how other organizations are developing smarter backup strategies that align their recovery requirements to their business objectives, reduce stored data by up to 95% while boosting backup speeds as much as 200%.
Dell Healthcare Services Grievance and Appeals ManagementDell Services
A POV on Grievance & Appeals Management from Dell Healthcare Services. Dive in to discover what's possible through BPO services and learn more at Dell.com/healthplans
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
Where social media is today. Where it's headed. What is HOLDING brands/biz back. Includes a social media maturity framework for digital strategists.
If you download - please add a comment.
Laurie Dillon-Schalk's keynote for IBM's Retail Fall Showcase on Nov. 2nd, 2011
"Everybody's Talking! Are You Listening? How Social Media Technology Brings O...Industry Collective
"Everybody's Talking! Are You Listening? How Social Media Technology Brings Online Conversations to You" by Jeffrey Cohen, Social Strategist at Radian6. Presented at Murmuration 2012.
Social Media: How it Fits Into Your Customer Marketing and Retention Strategy...VIPdesk
Social Media: How it fits into your customer marketing and retention strategy
Geoff Nelson: Partner, Ivy Worldwide
Nick White: Partner, Ivy Worldwide
Social media—what is it and why is it important to your company
When, where, and how to engage the right forms of word of mouth marketing
What to do and not to do when communicating with customers via social media
Successfully organizing and executing a customer-centric social media plan
Social Media Monitoring: Everybody's Talking! Are You ListeningJeffrey L. Cohen
This is an overview of social media monitoring, which starts with the basic principles of listening, measuring and engaging. It also features examples from top companies that show a variety of use cases for social media monitoring, including customer engagement, customer service, marketing efficiency, community building and customer insights.
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
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.
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.
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.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
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.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
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.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 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."
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
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Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
16. Surprising Sometimes!
Where your fans are…
…and what they share
Special Thanks to
BlaM4C and Marshalus
& more than 4000 customers before Dell
was on Flickr
Global Marketing
24. Proof Points
• We found that customers who engage with companies over
social media spend 20 percent to 40 percent more
money with those companies than other customers. They
also demonstrate a deeper emotional commitment to the
companies, granting them an average 33 points higher Net
Promoter® score (NPS®)
Bain
• More than 60 percent of
Internet-connected indi-
viduals in the US now en-
gage on social media
platforms every day. IBID
Global Marketing
27. Application Generates Business Benefit
conversion & margin lift revenue/visitor is 3X higher in Japan; 134% higher in US
62 Countries
14 Languages
Over 170,000 Reviews Submitted
14,461 Different Products Reviewed
75% of All Ratings 4 or 5 Stars
Global Marketing
27
31. ROI?
Business Value
across the full
customer
lifecycle
31 Global Marketing
32. Social Media Conversations: Not Just Marketing.
• People are speaking to each other in a powerful new way
• These networked conversations are enabling powerful
new forms of social organization and knowledge
exchange to emerge.
• As a result, markets are getting smarter, more
informed, more organized.
• Participation in a networked market changes people
fundamentally.
Global Marketing
33. Social commerce transcends transactions
• Insight: Social media improves
Dell’s reach and share of voice
• Insight: SM keeps customers • Insight: Established causality
engaged, provides solutions between social media activity
and improves loyalty. and purchase
Dell.com
Our External
Communities Communities
• Insight: Social media based • Insight: Social Media provides
support improves sentiment high Business Value and
and correlates with higher contributes to demand gen
revenue vehicle
Global Marketing
34. The world around us is changing
Control
is not as successful
as influence
companies that embrace this the fastest will win
• Disintermediation between the customer and the expert is happening already
• Users spending more time across the web engaging – beyond company’s website
• Customers trust their peers more than anyone else
• Traditional methods are not scaling; Does Social Media?
34 Global Marketing
35. Dell’s Direct & Online Heritage: Critical Enablers
Leader in online
First to sell complex First company to frictionless
configurable items hit $1M a day in commerce from
online revenue order to delivery
One of the first One of the first
companies to Early adopter of
to launch online social media
discussion forums launch online
support
36. Six years of experiments and experience
December 2006 October 2007 May 2008 June 2009
Ratings and Michael Dell quote in Business Week Dell Outlet achieves Global Twitter Dell named #1 most
February 2006
Jeff Jarvis story quote, “These conversations are social brand in
Michael Dell Asks reviews on $0.5M in sales via Twitter revenues of $6.5 M
going to occur whether you like it or not. Do you ranking of 100 top
Why don’t we reach out and help Dell.com want to be part of that or not? My argument is you
Community team active on Twitter
brands
bloggers with tech support issues?
absolutely do. You can learn from them. You can Small Business
improve your reaction time. And you can be a blog launched
better company by listening and being involved in
that conversation.”
August 2006
Blog outreach
expands beyond
tech support February 2007 March 2008 March 2010
Accepted Solutions China Micro-
IdeaStorm Launched
A voting based site allowing launched on Community January 2009 June 2009 Blogging
customers and others to submit Dell France begins Online Dell Organizes in to $2M+ Sales
ideas for Dell. Community Outreach 4 customer focused via Twitter
business units Social Media Listening
Command Center
2006 2007 2008 2009 2010 2011
July 2006 Dell Social Media and
Community University
Direct2Dell launched June 2007 April 2008 2009 launched/5,000 team
Today Direct2Dell exists in members trained by
English, Spanish, Norwegian,
Dell joins Twitter Inside IT launched Dell TechCenter
Blog focused on business end of year
Japanese and Chinese. January (Aug.)
Dell launches 2008
customers, and Cloud
Computing.
EmployeeStorm Dell aligns
Internal Blogs
organization Spring 2009 December 2009 Altimeter recognizes Dell with
Launched for
for success
Employees. Some Members of Huffington Post Blog
“Open Leadership Award for
Community and Innovation and Execution”
Conversations (Oct.)
deployed within each Dell
April 2006 of the new Dell launches
January 2007 B2B pages
Tech support StudioDell launched Business units
Facebook
outreach to blogs Dell’s video and podcast (Jun.)
site, with helpful tips and February 2008
tricks. Eventually expanding
this into the YouTube channel Twitter expanded
November 2007
making sharing easier.
DellShares launched
The first investor relations blog by June 2008
a public company.
Channel blog
launched
36 Global Marketing
37. B2B Storefront
• Social media has a huge impact on Dell’s sales funnel, from
SMB to Enterprise. Just as consumers are spending more time
in social channels, so are B2B customers.
Analyst firm
SiriusDecisions
estimates that by
2015, more than
75% of leads will
be sourced
through inbound
channels like social
media. This chart
shows where
social platforms
and content types
typically reside in
the sales funnel.
Global Marketing
At Dell, we are keenly aware of storefronts shifting in time. The digital rise that resulted in the shift to ecommerce is now being impacted by a shift to social, returning an element of human intimacy to what had become electronic transactions. The personal relationships built by mom and pop stores are now in reach of the largest online organizations, bringing a new element to what ‘direct’ means. This presentation explores the online ecosystem and its importance to social commerce strategies.Shopping behavior has changed dramatically in the past century. In horse and buggy days, purchases happened close to home in the general stores.
In the mid-1920s, with the growing popularity of the automobile and mass transit, the lowered cost of travel allowed consumers to be more mobile. Going into the big city to shop, especially for higher ticket items, became common.http://www.rootsweb.ancestry.com/~arbradle/places/warren_1920s.html
After WWII, the interstate roadway system diminished transportation costs to the suburbs and by the mid-1940s, large department stores were building outside the central business district for the first time.
In 1956, the first “enclosed shopping center”, read “mall”, was opened near Minneapolis. Two rival merchants made the decision and discovered, to their surprise, that placing the two stores together increased business for both of them. Central Place theory was born. http://media.photobucket.com/image/recent/micechat/SAMLAND/2011/malls/pic1.jpg
According to The National Mail Order Association, Benjamin Franklin is believed to have been the first cataloguer in the United States. In 1744, he formulated the basic mail order concept when he produced the first catalogue, which sold scientific and academic books. He is also credited with offering the first mail order guarantee: "Those persons who live remote, by sending their orders and money to B. Franklin may depend on the same justice as if present". The earliest surviving mail-order business, now known as HammacherSchlemmer, was established by Alfred Hammacher in New York City in 1848. Offering mechanic's tools and builder's hardware, its first catalogue was published in 1881.[3] Now known for offering an eclectic assortment of items, it is America's longest running mail-order business.Catalogues removed an element of intimacy and personality, the loss increased with the phone and eCommercehttp://www.wishbookweb.com/
The home shopping/electronic retailing industry was created in 1977, when small markettalk radio show host Bob Circosta was asked to sell avocado-green-colored can openers live on the air by station owner Bud Paxson, when an advertiser traded 112 units of product instead of paying his advertising bill. Hesitant at first, Circosta reluctantly obliged – and to both men's great surprise, all 112 avocado green can openers sold out within the hour. Paxson sensed the vast sales potential of home-based commerce, and founded the world's first shopping channel on cable television, later launching nationwide with the Home Shopping Network (rebranded as HSN). Bob Circosta was America's first ever TV home shopping host.The Home Shopping Club launched on local cable in June 1982. Two years later, sales were $11 million. In 1985, the Home Shopping Network (HSN) was born.
1979: Michael Aldrich invented online shopping[2]Aldrich invented online shopping by connecting a modified domestic TV to a real-time transaction processing computer via a domestic telephone line. The intellectual basis for his system was his view that videotex, the modified domestic TV technology with a very simple menu-driven human–computer interface, was a 'new, universally applicable, participative communication medium-the first since the invention of the telephone.' This enabled 'closed' corporate information systems to be opened to 'outside' correspondents not just for transaction processing but also for messaging [e-mail] and information retrieval and dissemination [later known as e-business.][5]1984: In April 1984, CompuServe launches the Electronic Mall in the USA and Canada. It is the first comprehensive electronic commerce service.[3]1990: Tim Berners-Lee writes the first web browser, WorldWideWeb, using a NeXT computer. It opened for commercial use in 1991. In 1994 other advances took place, such as online banking and the opening of an online pizza shop by Pizza Hut.[1] During that same year, Netscape introduced SSL encryption of data transferred online, which has become essential for secure online shopping. Also in 1994 the German company Intershop introduced its first online shopping system. 1994: Netscape releases the Navigator browser in October under the code name Mozilla. Pizza Hut offers online ordering on its Web page. The first online bank opens. Attempts to offer flower delivery and magazine subscriptions online. Adult materials also become commercially available, as do cars and bikes. Netscape 1.0 is introduced in late 1994 SSL encryption that made transactions secure.In 1995 Amazon launched its online shopping site, and in 1996 eBay appeared.[1]1995: Jeff Bezos launches Amazon.com and the first commercial-free 24 hour, internet-only radio stations, Radio HK and NetRadio start broadcasting. Dell and Cisco begin to aggressively use Internet for commercial transactions. eBay is founded by computer programmer Pierre Omidyar as AuctionWeb. In 1997, Dell sells $1million a day.
Entering another period of rapid innovation and change in the role technology plays in how we run our business; the products and services we offer and how we communicate, collaborate and respond to our customers – in a b2c or b2b contextRecent report released by Dell and Intel – entitled the Evolving Workforce we have explored some of the ways technology is changing the workplace again. And some of the social, technological and economic factors that are influencing that – gen Y entering our workforces (the first fully Internet generation); consumerisation of business technology; expectations of corporate transparency in the social era etc.Focus here on how we have changed as a business with the emergence of the social web – or social media. But this is just one of the ways our relationships and dialogue with customers of all types have changedCustomers are using the social web throughout their personal and business life. They increasingly expect their financial service provider to engage directly with them or provide services and information there too. Clearly in retail banking but increasingly in the b2b world too.Transparency/access and online reputaiton is a dominant factor in who we choose to buy from or work with.We also expect to be asked for feedback and to see the company respond with improvements or new products and services.We turn to the social web to assess the quality not just of the company’s products and services; but to see what customers think of them – and to ask for advice.We have too much choice so we turn to trusted intermediaries to help us navigate – and we don’t need deep relationships with these ‘advisors’ to trust what they say.Your brand exists not on your website or in your advertising alone – it is not only defined (and certainly not controlled) by you…it is defined by what comes up on a search engine or is said in Twitter. It is not within your 100% control…but this is not always a bad thing.As well as helping your run your businesses more efficiently – the change technology is bringing and developments like social media have the ability to turn that heavy investment to your commercial advantage.Even in regulated sectors like finance the same opportunities and threats hold true. A bad rating for service on an influential blog or a recommendation for a product on an online financial community can make the difference between success or failure.Companies or brands that ‘get it’ or embrace social web will succeed. Those that don’t – won’t.
While technology has taken personality and intimacy out of the experience, social elements continued to play a role.
Social is already part of your commerce, whether you are aware of it or not
And those commerce conversations are happening at an increasingly rapid pace
Globally
Social behavior patterns foretell purchase decisions. Identifying those patterns and optimizing for them increases conversion, margin and speed to decision.
Social commerce is not putting a buy button in Facebook.
Perhaps the strongest sign of our moving from merely exploring or settling new lands, is that we have also established the value and place for the general store in our communitiesBy delighting and connecting to customers, they are coming back for more and we are able to focus more on exactly what it is that enables them to do moreBy our work in measuring what matters, we now know that social media is a decision factor in both the consumer and b2b space; that social media is not simply about awareness or brand sentiment…it is that; but it is also about every aspect of the customer lifecycle and impacts the complete customer lifecycle….It impacts loyalty, and the amount returning customers purchase from Dell.This work is not done, but we are well on our way and we know where we are going Improves Dell’s reach and share of voice; we know there is causality between social media activity and purchase, it provides high business value and contributes to demand generation, Social media based support improves sentiment and correlates with higher revenue Engaged social media customers improve loyalty
Source: Cluetrain Manifesto Global Marketing
Ongoing commerce is about customer relationships and the ongoing experience. Transaction is one point on a continuum. People think social commerce is social conversion. Social commerce has a different timeline than eCommerce.
August 2006Blog Outreach Expands Beyond Tech SupportEngagement with anyone who commented about the company. Business model and other issues considered.August 2006Blog Outreach Expands Beyond Tech SupportEngagement with anyone who commented about the company. Business model and other issues considered.June 2007Dell joins TwitterWhy don’t we reach out and help bloggers with tech support issues?February 2008Twitter ExpandedStart experimenting with Twitter for business– another venue to help customers, but also thanking Dell customers. Outreach leads to some Twitters asking for help on purchases.May 2008Dell Outlet Achieves $0.5M in Sales via TwitterCommunity team active on TwitterJune 2009 $2M+ Sales via TwitterDell outlet on Twitter surpasses $2 million in sales with another $1 million dollars in sales at dell.com 2009Dell TechCenterA Collaborative Community for Datacenter pros grows by 400%December 2009Huffington Post BlogDell’s VP of Social Media and Community, Manish Mehta, begins blogging at Huffington PostJune 2009Global Twitter Revenues of $6.5 M Community across the social web =3.5 million direct customer connections
Imagine this kind of intimacy taking place across onlineThe new storefront is every part of business and everywhereSMEs and Customers are your new sales force Social patterns leading to sales
Creating a social continuum puts the storefront everywhere. Paid, Owned and Earned should also be a continuum. Avoid thinking in silos.Social is an always-on activity, so the new storefront never closes. To optimize, shoot for real time engagement.Your customers have become your extended sales and marketing team. So the new storefront is, potentially, everyone. This includes your employees, who should be the face of the company.
Creating a social continuum puts the storefront everywhere. Paid, Owned and Earned should also be a continuum. Avoid thinking in silos.Social is an always-on activity, so the new storefront never closes. To optimize, shoot for real time engagement.Your customers have become your extended sales and marketing team. So the new storefront is, potentially, everyone. This includes your employees, who should be the face of the company.
Creating a social continuum puts the storefront everywhere. Paid, Owned and Earned should also be a continuum. Avoid thinking in silos.Social is an always-on activity, so the new storefront never closes. To optimize, shoot for real time engagement.Your customers have become your extended sales and marketing team. So the new storefront is, potentially, everyone. This includes your employees, who should be the face of the company.