There is an expectation that the person who is going to do that has been using this tool for some time. Dell which was already struggling with poor revenues and blogosphere criticism added fuel to the poor financial performance and hurt Dell reputation badly.
Because they immersed themselves early and became a living example of how a company, particularly Dell case study on social media large, enterprise company, could be a social business. The fifth one we added was relevance. For small companies and startups, this can be a particularly tricky element to grapple with as social media vies for both time and money.
But while we were there, Geoff and I learned a lot about Dell and how they operate. He can also be found at JasonFalls. As I said, we have been early users of listening and monitoring platforms and we have deployed Social Media Command Centers within Dell.
We should worry about the plethora of sources that are generating data. Just to cite some quick stats, Dell has more than 21 million social connections through fans on Facebook, followers on Twitter, Dell community members, and more across the social web.
You have to send out the survey. We have a big channel through Dell case study on social media. Read a full transcript or download a copy. Just a few short years ago, Dell was not unlike other early adopter brands, attempting to quickly get involved in the space while sacrificing a definitive organizational structure.
It takes them a while to start collecting all the data on LinkedInFacebookor Twitter. Looking to the future, how will social become even more impactful? I can really mine that data to understand how I can take that and derive meaningful insights out of that. Determine the size of your business, staff and audience first, then streamline social accounts so that clients can easily gain access to information, support and conversation.
And we also stood up the Social Media and Communities University program. Red Cross is a great example where we have gone and deployed the Social Media Command Center for them to be much more proactive in responding to people during the times of calamities.
Multiple employees managing social accounts also requires a definitive list of best practices so that everyone is on the same page and no one is navigating your social strategy blindly.
It takes a long time to get to that ease of use ability for anybody to go in and look at all these social conversations and quickly pinpoint to an issue.
To date, there have been close to different ideas that we got from this community that have been implemented in Dell products. Based on that, I can rate and rank it based on author credibility. They have customer service and social media responders for 11 languages, all of which are tied into the Command Center for routing and responding.
In March a community outreach team was formed that included group of technical support experts with good interpersonal skills that listens, monitors and reaches out to bloggers around the world who have questions or may require assistance.
Every time I have to generate a report or do something from one of these listening platforms, it requires some amount of training. You asked about sentiment gravity. You may also be interested in: Dell also started on Customer Advisory Panel events with a goal to bring key customers and key advocates to Dell HQ in June to understand their delights and frustrations.
How do you see the future shaping up, and how do we consider managing the scale of what we should expect as this fire hose grows in size and in importance? Listening and monitoring Whereas, if you look at some of the small businesses or even mid-sized companiesthey have just started getting into listening and monitoring, and the reason is that there are not many tools out there that appeal to them.
No, social media has become a core part of our DNA, and it fits well because of the fact that our DNA has always been built on directly interacting with our customers.
Beyond that, what if I could add where the conversation took place. A customer purchased a drive to upgrade a dead drive from a Dell Mini 9 system, which originally came with an 8 GB PCI solid state drive.
The data, digital relationships, and resulting analysis inherent in social media and social networks interactions provide a lasting resource for businesses and their customerssays Dell. But then, through the analytics that we have developed on top of our social media infrastructure, we were able to pinpoint that one of the product managers had mistakenly priced the notebook higher than that of a Windows notebook.
This team had developed formal social media strategy and set of social media policies and governance were set in place. Those are some of the pain points that we realized. In Dell social media presence started to yield results in terms of ROI and social media has become part of the business strategy and the various business units were provided specific targets for the social media.
We have a Radian6 deployment, social-media engagement tools, and our own analytic tools that we build on top of that.
How many of you would do that if something similar happened to your business?Dell is committed to improving overall level of customer service continuously which is 24×7 “always-on” customer service philosophy through social media and has made it a critical part of business strategy.
Dell's social media case study illustrates that Social media can be more than just a communications tool, becoming an important part of the business process. The Persona Development Cycle includes. How to Engage in Social Media: A Dell Perspective Rishi Dave, Executive Director, Online Marketing, Dell, Inc.
THIS WHITE PAPER IS FOR INFORMATIONAL PURPOSES ONLY, AND MAY CONTAIN. In the recent report on Social Brands, Dell ranked first among the world’s biggest brands due to the early adoption of active listening and. Dell walks the walk, even if using it as a social media case study is, to some, tired and repetitive.
Building a Social Media Culture at Dell. MENU. SUGGESTED TOPICS; Building a Social Media Culture at Dell case study. the entire corporation was .Download