"Dell Reinvents itself through Social Media"

Dell

• Founded in 1984
• Grossed over $61 Billion in 2009
• 110,000 computers sold every day

"Dell Hell"

• Blogger Jeff Jarvis posts "Dell Lies, Dell Sucks"
• The cause was from a terrible experience with customer service
• Linked to thousands of blogs relating the same experience  
• This firestorm would end up as the tale of "Dell Hell"

The goal

The Game-plan Strategy

• 2006, Launched a company-wide SMM campaign
• Trained employees on how to listen and engage on the web
• Created blogs and twitter like applications within the company
• Established a social network with the community
• Integrated Twitter to customer service

The Outcome

• Dell and the Social Media World
• In 2009, sold over $3 million products via Twitter
• Negative blog ratio dropped from 49% to 22%
• 5 million views/per month on their blogs
• Evolved into a 21st Century "Socialprise"