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Slide Notes

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Dell Hell Report

Published on Nov 19, 2015

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PRESENTATION OUTLINE

DELL HELL

dON'T MAKE THE SAME MISTAKE
Photo by semarr

Issues

  • Bad Reputation
  • Jeff Jarvis (2005)
  • Firestorm of unhappy customers
  • Jeff Jarvis , vocalized suggestions
  • Dell strict policy prohibiting responding to bloggers (2005)

Identify goals

  • Fix reputation
  • Start listening
  • Start Acting

Identify strategies

  • launched a company wide social media marketing plan
  • Train 2000 employees
  • Create internal EmployeeStorm and microblog Chatter
  • Direct2Dell for company information
  • launch IdeaStorm customers could suggest new products

Continue Identify strategies

  • Twitter was used to get the word out about the company
  • Use twitter to monitor any mention of their product.

What were the successes

  • Dell learned that customers wanted to have two way communications.
  • Raised brand awareness 
  • Improved reputation
  • Created brand advocates
  • Able to use twitter to monitor any mention of their product

Call to action

  • Jeff Jarvis plea for change
  • Made suggestions