Cio bay area meetup 090827072701 Phpapp02
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also available on Dell Inc. presentation Lionel and I recently made
![OUR WORLD IS CHANGING The online population will double in 4-5 years from 1bn to 2bn Fast growing and emerging markets are leading the way 120 MM people online in China…less than 10% of the population Media Transformation ,[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Cio bay area meetup 090827072701 Phpapp02
- 1. SOCIAL MEDIA FOR BUSINESS Lionel Menchaca, Richard Binhammer Bay Area CIO IT Executives Meetup Mountain View CA August 2009
- 3. Single blog posts can have as much power as major news stories
- 5. “These conversations are going to occur whether you like it or not. Do you want to be part of that or not? My argument is you absolutely do. You can learn from them. You can improve your reaction time. And you can be a better company by listening and being involved in that conversation.” Michael Dell, BusinessWeek 3 DELL CONFIDENTIAL
- 7. CHANGING HOW WE DEFINE and ENGAGE Tell Our Story Resolve Dissatisfaction Share Content & Collect Ideas Join Conversations 5 DELL CONFIDENTIAL
- 8. Direct2Dell OBJECTIVE: Engage customers by sharing information that matters to them RESULTS: Direct2Dell exists in 5 languages About 200K page views per month Almost 1,000 posts since July 2006 Over 25,000 comments More than 100 contributors 6 DELL CONFIDENTIAL
- 9. IT’S A BIG WORLD OUT THERE Content Syndication = go where the conversations are happening Dell Community 600,000 users per quarter Dell.com Over 100 million users per quarter Total online population = more than 1.5 billion 7 DELL CONFIDENTIAL
- 10. Enterprise Community Ecosystem Measurement Tools Direct2Dell Industry Communities/Blogs Partner Communities/Blogs D2D CIO D2D Tech Center
- 12. Long-term, honest and authentic customer relationships
- 13. Revenue (@DellOutlet leads to new system sales)
- 14. A conduit to vocal fans and employees
- 15. A network for early warnings Affinity, loyalty and trust 9 DELL CONFIDENTIAL
- 16. A LOOK AHEAD…strategy is one thing, but there’s no substitute for action DELL CONFIDENTIAL 10
- 17. SOCIAL WEB STARTING TO EVOLVE How do we reach customers in different social networks? We’re still in the early stages of the social web Shared ID options Dell on other sites Forrester’s Five Eras of the Social Web - Jeremiah Owyang 11 DELL CONFIDENTIAL
- 18. Key Coordinates: www.dell.com/conversations www.direct2dell.com http://richardatDELL.blogspot.com del.icio.us Richard_Binhammer@dell.com Lionel MenchacaDell on SlideShare: www.slideshare.net/Dell_IncDell on Flickr: www.flickr.com/photos/dellphotosDell on YouTube: www.youtube.com/dellvlogDell & Twitter: Dell.com/TwitterMe on Twitter: @LionelatDell 12 DELL CONFIDENTIAL
Editor's Notes
- Our overall strategy is to enter into relevant conversations with our customers wherever they are occurring 24/7 throughout the world in all languages. This guides our development of tools and services. Regarding customer dissatisfaction, 2,864 customer complaints have been handled by Tech Support/Customer Care out of 4,097 they deemed as resolvable for a 70% success rate. And, an additional, 350 from Direct2Dell, 200 from internal sources (PR, testimonial site, etc) and 450 from people finding our posts and emailing us have been handled. Regarding Direct2Dell, this is now as powerful as a wire service in delivering news about Dell to influencers online and offline. Important to note that we post everyday in other folks blogs, up to 100x per day, depending on the topic.