The document discusses Dell's approach to social media. It emphasizes the importance of listening to customers, engaging with them honestly and consistently, and learning from their feedback in order to improve products, services and the customer experience. Dell trains employees to actively listen across social platforms and engage customers respectfully. Insights gained are used to enhance offerings, address issues, leverage the community and generate revenue through social promotions.
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 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.
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.
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.
How Yahoo Is Making Their Technology Accessible to Everyone3Play Media
Yahoo has more than a billion monthly active users. Knowing that roughly 10% of the world’s population identifies as having some kind of disability, it's important that we build our products for all users to access and enjoy, whether or not they are disabled.
Join us on July 28 to learn more about how Yahoo is committed to building cutting-edge products that make every user experience delightful, inspiring, and accessible to all.
Mike Shebanek, Senior Director of Yahoo's Accessibility Team, and Larry Goldberg, Accessible Media Expert at Yahoo, will present on:
An overview of accessibility at Yahoo, including closed captioning, screen reader accessibility, and single switches
Yahoo's mindful approach to accessibility for all their products
Yahoo’s Accessibility Labs
A deep dive into Yahoo’s closed captioning initiatives
How Yahoo goes above and beyond FCC captioning requirements
Challenges and opportunities in closed captioning, including different viewing platforms, distribution networks, file formats, and video player user settings
In this presentation, Dr Scott Hollier addresses the latest updates from trial sites of the NDIS rollout and provides case studies examining workforce transition, funding models and marketing strategies. This presentation covers the top three ICT questions that are often asked, three important factors regarding disability and technology, useful advice for job seekers and employers, and an overview of ICT access in the workplace as well as useful resources for service providers looking to improve accessibility.
My Account of the London 2012 Paralympic Closing Ceremonies Kristin Parrish
What an AMAZING experience to perform in the London 2012 Paralympic Closing Ceremonies! I thought I'd share my account via powerpoint for anyone who's interested....
This webinar presentation will help you understand the core benefits of using social media for economic development.
Speakers:
Verona Thibault, Executive Director, SEDA
Isabelle Poirier, President, Intelegia
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
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.
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.
How Yahoo Is Making Their Technology Accessible to Everyone3Play Media
Yahoo has more than a billion monthly active users. Knowing that roughly 10% of the world’s population identifies as having some kind of disability, it's important that we build our products for all users to access and enjoy, whether or not they are disabled.
Join us on July 28 to learn more about how Yahoo is committed to building cutting-edge products that make every user experience delightful, inspiring, and accessible to all.
Mike Shebanek, Senior Director of Yahoo's Accessibility Team, and Larry Goldberg, Accessible Media Expert at Yahoo, will present on:
An overview of accessibility at Yahoo, including closed captioning, screen reader accessibility, and single switches
Yahoo's mindful approach to accessibility for all their products
Yahoo’s Accessibility Labs
A deep dive into Yahoo’s closed captioning initiatives
How Yahoo goes above and beyond FCC captioning requirements
Challenges and opportunities in closed captioning, including different viewing platforms, distribution networks, file formats, and video player user settings
In this presentation, Dr Scott Hollier addresses the latest updates from trial sites of the NDIS rollout and provides case studies examining workforce transition, funding models and marketing strategies. This presentation covers the top three ICT questions that are often asked, three important factors regarding disability and technology, useful advice for job seekers and employers, and an overview of ICT access in the workplace as well as useful resources for service providers looking to improve accessibility.
My Account of the London 2012 Paralympic Closing Ceremonies Kristin Parrish
What an AMAZING experience to perform in the London 2012 Paralympic Closing Ceremonies! I thought I'd share my account via powerpoint for anyone who's interested....
This webinar presentation will help you understand the core benefits of using social media for economic development.
Speakers:
Verona Thibault, Executive Director, SEDA
Isabelle Poirier, President, Intelegia
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
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).
In today’s multi-channel customer communication management environment defining, collecting, analyzing, and acting on metrics is critical. How do you approach creating and utilizing metrics in your multi-channel CCM campaigns?
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
Social Media - A Parenting Paradox GuideStephen Jio
A take away guide to compliment talk on Social Media and the paradox it is creating for parents. Contains tips and advice on how to 'manage' a child's Social Media activity to mitigate the risk while allowing the child to achieve their fullest potential on Social Media.
Mobile Persona, A study on the mobile workerStephen Jio
Understanding the mobile worker and their behavior and threats. Recognizing the importance of the Mobile society and products that will enable the mobile worker today and in the future.
Social media workshop 3 day subject overviewStephen Jio
I had the great opportunity in putting on a 3-day workshop at the Bahrain e-Government Forum on Social Media. The slide presentation is an overview of the subject matter that was covered.
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.
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
1. Dell & Social Media –listen, engage, learn Stephen Jio - @stephenjatdell Webbstrategidagarna 2011, Stockholm 14 April 2011
2. 2 Dell & Social Media - listen, engage, learn The 3 essential elements to be successful in Social Media Listenconnecting directly with customers Engagebuilding trusted relationships Learnproviding value and opportunity Webbstrategidagarna 2011, Stockholm - 14 April 2011
3. 3 Dell & Social Media - who we are Dell is Global… 110,000 Employees globally 2 Billion Interactions Annually Dell.com in 166 countries and 34 languages Service Team members in 90 countries Webbstrategidagarna 2011, Stockholm - 14 April 2011
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 Employees 4 Dell & Social Media - who we are Webbstrategidagarna 2011, Stockholm - 14 April 2011
5. Dell is Social… 3,500,000 Community connections 22,000 Conversations every day 100,000 Customer generated reviews $6,500,000 in revenue for Dell Twitter globally 5 Dell & Social Media - who we are Webbstrategidagarna 2011, Stockholm - 14 April 2011
7. 7 Dell & Social Media - listen Listen Webbstrategidagarna 2011, Stockholm - 14 April 2011
8. 8 Dell & Social Media - listen Listen Why we do it What kind of commit it will take from the business Why we do it ourselves How we prepare employees How tools will make listening possible Webbstrategidagarna 2011, Stockholm - 14 April 2011
9. 9 Dell & Social Media – listen: Why Social Media helps Dell in achieving their purpose of: “Delivering technology solutions that enable people everywhere to grow and thrive.” Webbstrategidagarna 2011, Stockholm - 14 April 2011
10. 10 Dell & Social Media – listen: Commit Commit to Social Media Dedicated listeners in our global Listening Command Centre Regional listening teams on the ground in each region Over 10,000 Dell Employees trained to listen (so far!) Webbstrategidagarna 2011, Stockholm - 14 April 2011
11. 11 Dell & Social Media – listen: Ourselves Do it internally Internally done ensures the integrity of the context of the message Allows immediate action or engagement Gives direct feedback to the business unit Webbstrategidagarna 2011, Stockholm - 14 April 2011
12. 12 Dell & Social Media – listen: Employee Focus Train employees Training and certification for listening and engaging Internal social media property, Chatter accessible to every single employee Multitude of employee communities that encourage engagement Webbstrategidagarna 2011, Stockholm - 14 April 2011
13. 13 Dell & Social Media – listen: Tools Use tools Tools help you hone in on subject matter that you want to focus on Tools can filter out noise Some tools can perform intelligence in understanding the tone of the conversation Some tools offer workflow capabilities Webbstrategidagarna 2011, Stockholm - 14 April 2011
14. 14 Dell & Social Media – listen, engage Engage Webbstrategidagarna 2011, Stockholm - 14 April 2011
15. 15 Dell & Social Media – engage Engage When to engage and when not to engage Be consistent in your engagement How different properties require different engagement Escalate using existing tried and true channels Webbstrategidagarna 2011, Stockholm - 14 April 2011
16. 16 Dell & Social Media – engage: When and When Not Engagement Do not use to neutralise or argue a dissenting opinion Let the community respond; trust the community When the conversation is peer to community and not the company Engage if asked a question or to provide greater detail Webbstrategidagarna 2011, Stockholm - 14 April 2011
17. 17 Dell & Social Media – engage: consistent When you do engage Always display total transparency – never mask you identity Be honest, consistent and clear Be prompt, Social Media moves quicker than any other channel of communication Webbstrategidagarna 2011, Stockholm - 14 April 2011
18. 18 Dell & Social Media – engage: Twitter Twitter listening & engaging Listening to social media properties and engaging with customers @dellhomeuk averaging 80 engagements daily Capturing trends on customer behaviour Webbstrategidagarna 2011, Stockholm - 14 April 2011
19. 19 Dell & Social Media – engage: Facebook Facebook listening & engaging Listening to threads and engaging when appropriate Two-way engagement on Facebook Fans are fully engaged with other fans and Dell Webbstrategidagarna 2011, Stockholm - 14 April 2011
20. 20 Dell & Social Media – engage: escalation Support and escalation Dell Cares is a global team: Providing support for Social Media queries across all properties Regional language based teams Provides escalation on issues requiring specific attention Move to existing support channels to ensure process integrity Respond back on social network with closure Webbstrategidagarna 2011, Stockholm - 14 April 2011
21. 21 Dell & Social Media – listen, engage, learn Learn Webbstrategidagarna 2011, Stockholm - 14 April 2011
22. 22 Dell & Social Media – learn Learn Feedback we can use to improve our own process Learn allows us to view opportunities to improve our engagement Utilise the power of the community Leverage Social Media as a vehicle for transactions Webbstrategidagarna 2011, Stockholm - 14 April 2011
23. 23 Dell & Social Media – learn Leveraging Social Media Promote social causes Increase visibility reach for initiatives Help drive sponsorship 17/03/2011 Stockholm
24. 24 Dell & Social Media –learn Voice of the Customer Social Advisor – Tag Cloud Product selector, non-bias Based on customer reviews Transaction on site Webbstrategidagarna 2011, Stockholm - 14 April 2011
25. 25 Dell & Social Media – learn Voice of the Customer Over 100,000 reviews from customers Customers recommend to other customers Webbstrategidagarna 2011, Stockholm - 14 April 2011
26. 26 Dell & Social Media – learn Q&A Community Wiki Users post questions and Community answers Leverage rich community knowledge Dell experts also provide answers Over 3,000 questions so far Webbstrategidagarna 2011, Stockholm - 14 April 2011
27. 27 Dell & Social Media – learn TradeSecrets Sharing best practice between companies Using Twitter keeps it focused Webbstrategidagarna 2011, Stockholm - 14 April 2011
28. 28 Dell & Social Media – learn Viral videos Product launch teasers, interviews, press conferences, customer stories Dell Duo teaser gathered 250,000 views in the first 72 hours – over 650,000 views to date Webbstrategidagarna 2011, Stockholm - 14 April 2011
29. 29 Dell & Social Media – learn Dell Streak across America 9 cities coast to coast Facebook fan page to generate interest and invitations to attend Blogging of journey created on going interest and PR Webbstrategidagarna 2011, Stockholm - 14 April 2011
30. 30 Dell & Social Media – learn Flash mob Introduction of Dell Streak in Australia Published to YouTube it garnered 50,000 views Webbstrategidagarna 2011, Stockholm - 14 April 2011
31. 31 Dell & Social Media – learn MTV EMA – Red Carpet Created a red carpet experience for the audience that included a photo call All 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. Webbstrategidagarna 2011, Stockholm - 14 April 2011
32. 32 Dell & Social Media – learn Twitter Offers – Outlet Sales Exclusive offers 1.5 million followers in the US outlet Significant revenue generated through offers on Twitter. Webbstrategidagarna 2011, Stockholm - 14 April 2011
33. 33 Dell & Social Media – learn Swarm Group buying – on Facebook Unique limited offer Group discounts – get better with when more join Offers close after buying group minimum achieved Launched in Canada, Australia Launching in UK Webbstrategidagarna 2011, Stockholm - 14 April 2011
34. 34 Dell & Social Media – learn Social Competitions Dell Duo – launch campaign Generate interest in Dell Duo Music playlist Win a Duo Webbstrategidagarna 2011, Stockholm - 14 April 2011
35. 35 Dell & Social Media – learn Product and eco-system integration Feature our mobility product set and how they integrate technology with the social media lifestyle Eco-system of our Stage UI which provides a common interface with all Dell products with widgets for social media Webbstrategidagarna 2011, Stockholm - 14 April 2011
36. 36 Dell & Social Media - listen, engage, learn “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 Webbstrategidagarna 2011, Stockholm - 14 April 2011
37. 37 Dell & Social Media - listen, engage, learn The 3 essential elements to be successful in Social Media Listenconnecting directly with customers Engagebuilding trusted relationships Learnproviding value and opportunity Webbstrategidagarna 2011, Stockholm - 14 April 2011