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Dell Hell Report
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Published on Nov 19, 2015
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1.
DELL HELL
dON'T MAKE THE SAME MISTAKE
Photo by
semarr
2.
Issues
Bad Reputation
Jeff Jarvis (2005)
Firestorm of unhappy customers
Jeff Jarvis , vocalized suggestions
Dell strict policy prohibiting responding to bloggers (2005)
Photo by
daniel_iversen
3.
Identify goals
Fix reputation
Start listening
Start Acting
4.
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
5.
Continue Identify strategies
Twitter was used to get the word out about the company
Use twitter to monitor any mention of their product.
6.
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
7.
Call to action
Jeff Jarvis plea for change
Made suggestions
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