Social Media Space
-
Upload
dell-social-media -
Category
Business
-
view
1.977 -
download
0
description
Transcript of Social Media Space
![Page 1: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/1.jpg)
Global Marketing 5 Confidential
We are all pioneers
![Page 3: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/3.jpg)
Global Marketing 2 Confidential 4/1/2011 Listen. Engage. Act.
![Page 4: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/4.jpg)
3
VIDEO #1
![Page 6: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/6.jpg)
Global Marketing 5 Confidential
We are all pioneers
![Page 7: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/7.jpg)
Global Marketing 6 Confidential
We wear a lot of different hats
![Page 8: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/8.jpg)
Global Marketing 7 Confidential
Demonstrable ROI is the new norm
![Page 9: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/9.jpg)
So, how did we get here?
8
![Page 10: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/10.jpg)
Global Marketing
One of the first to launch online
discussion forums
First company to hit $1M a day in online revenue
One of the first companies to launch
online support
First to sell complex configurable items
Dell’s Heritage
![Page 11: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/11.jpg)
Global Marketing
Four years of experiments and experience
Blog outreach expands beyond tech support
Blog outreach expands beyond tech support
Ratings and reviews on Dell.com
Direct2Dell launched
Michael Dell Asks
IdeaStorm launched
Dell joins Twitter Dell launches EmployeeStorm
Michael Dell quote in Business Week
Dell aligns organization for success
Twitter expanded
Accepted solutions launched on community
Dell Outlet achieves $0.5M in sales via Twitter Small Business blog launched
Inside IT launched
Channel Blog launched
Dell Organizes
Deployment
$2M+ Sales via Twitter
Dell TechCenter
Global Twitter revenues of $6.5 M
China Micro-Blogging
Huffington Post Blog
StudioDell launched
DellShares launched
Fe
bru
ary
20
06
Au
gu
st 2
00
6
Ju
ly 2
00
6
Au
gu
st 2
00
6
Fe
bru
ary
20
07
Ja
nu
ary
20
07
No
ve
mb
er
20
07
De
ce
mb
er
20
06
Oc
tob
er
20
07
Ju
ne
20
07
Ja
nu
ary
20
08
Ma
rch
20
08
Ma
y 2
00
8
Ap
ril
20
08
Ju
ne
20
08
Fe
bru
ary
20
08
Ja
nu
ary
20
09
Sp
rin
g 2
00
9
Ju
ne
20
09
20
09
De
ce
mb
er
20
09
Ju
ne
20
09
Ma
rch
20
10
2006 2007 2008 2009 2010 2011
10
Dell opens the social media listening and command center
to aggregate, monitor and report on social media conversations around
the world
Dell named #1 most social brand in ranking of 100
top brands
De
ce
mb
er
20
10
Ma
rch
20
11
![Page 12: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/12.jpg)
Global Marketing
The road forward
11
![Page 13: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/13.jpg)
Global Marketing
35 hours of video are uploaded to YouTube every minute
12
300,000+ new users join Twitter every day
11.5% of the world’s population is now on Facebook (51% of U.S. pop)
300 million users log into Facebook every day (about half of all users)
The average US home will have 5 to 10 web-enabled devices by 2014
The average teenager spends 26 minutes a day on Facebook alone
50% of TV viewers around the world watch Internet TV every week
30,000,000,000 number of items shared by Facebook users every month
![Page 14: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/14.jpg)
Global Marketing
It all starts with listening.
13
![Page 15: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/15.jpg)
Global Marketing 14
25,000
![Page 16: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/16.jpg)
Global Marketing
It’s about taking action on those conversations, engaging in them. 15
![Page 17: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/17.jpg)
Global Marketing 16
Thru the eyes of our audience…
Our home page is not dell.com, it is google.com
![Page 18: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/18.jpg)
Global Marketing 17
Thru the eyes of our audience…
Our home page is not dell.com, it is google.com & youtube.com & twitter.com & qq.com & renren.com & facebook.com & linkedin.com…
![Page 19: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/19.jpg)
Global Marketing
Social Media & Community At Dell…
18
Dell.com
Our Communities
External Communities
Ratings & Reviews Voice of the Customer Syndicated Content
Support Forums TechCenter Direct2Dell
Facebook Twitter LinkedIn YouTube Blogs
![Page 20: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/20.jpg)
Global Marketing
If you don’t have effective & efficient ways of dealing with social media interactions…
19
![Page 21: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/21.jpg)
21
![Page 22: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/22.jpg)
Global Marketing 22
Authenticity.
![Page 23: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/23.jpg)
Global Marketing 23
Authenticity. Genuineness.
![Page 24: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/24.jpg)
Global Marketing 24
Authenticity. Genuineness.
Dialogue.
![Page 25: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/25.jpg)
Global Marketing 25
Empower the subject-matter experts in your organization
![Page 26: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/26.jpg)
Global Marketing
1. Protect Information
2. Be Transparent and Disclose
3. Follow the Law, Follow the Code of Conduct
4. Be Responsible
5. Be Nice, Have Fun and Connect
The Five Principles
![Page 27: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/27.jpg)
Global Marketing 27
Product Group
Marketing Services Solutions
Online Sales Customer
Service Comms PR & HR
QUALITY DEMAND CREDIBILITY CONVERSION CYCLE TIME RESOLUTION LOYALTY
REPUTATION
Social Media Across the Fabric…
INNOVATION THOUGHT LEADERSHIP
![Page 28: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/28.jpg)
Global Marketing
Leverage social media to drive various business functions…
28
Product Development
• Feedback Loop • Early Warning • New Product Ideation
Marketing
• Demand Forecast • Lead Generation • Message Reach
Online Presence
• Ratings & Reviews • Communities • Customer Stories
Sales
• Collaboration • Thought Leadership • Blogs
Customer Service
• Listening • Support Widgets • Outreach
Communication
• Rich Media • Brand Reputation • Influence • Reputation
![Page 29: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/29.jpg)
Global Marketing
Leverage social media to drive various business functions…
29
Product Development
• Feedback Loop • Early Warning • New Product Ideation
Marketing
• Demand Forecast • Lead Generation • Message Reach
Online Presence
• Ratings & Reviews • Communities • Customer Stories
Sales
• Collaboration • Thought Leadership • Blogs
Customer Service
• Listening • Support Widgets • Outreach
Communication
• Rich Media • Brand Reputation • Influence • Reputation
![Page 30: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/30.jpg)
Global Marketing
Leverage social media to drive various business functions…
30
Product Development
• Feedback Loop • Early Warning • New Product Ideation
Marketing
• Demand Forecast • Lead Generation • Message Reach
Online Presence
• Ratings & Reviews • Communities • Customer Stories
Sales
• Collaboration • Thought Leadership • Blogs
Customer Service
• Listening • Support Widgets • Outreach
Communication
• Rich Media • Brand Reputation • Influence • Reputation
![Page 31: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/31.jpg)
Global Marketing 31
![Page 32: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/32.jpg)
32
VIDEO #2
![Page 33: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/33.jpg)
Global Marketing 33
![Page 34: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/34.jpg)
Global Marketing
Takeaways for today…
34
![Page 35: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/35.jpg)
Global Marketing
Fish where the fish are…
35
![Page 36: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/36.jpg)
Global Marketing
Be a storyteller
36
![Page 37: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/37.jpg)
Global Marketing
Traditional campaign tactics won’t work in social media
37 Confidential 4/1/2011
![Page 38: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/38.jpg)
Global Marketing
Experts will become our best marketers (inside and out)
38
![Page 39: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/39.jpg)
The power to do more
![Page 40: Social Media Space](https://reader033.fdocuments.net/reader033/viewer/2022052822/554f1687b4c905aa348b4aa4/html5/thumbnails/40.jpg)
Thank you [email protected]
Executive Director, Social Media @adamcb
[email protected] CMO & SVP
@KarenDellCMO