Richard_Binhammer_Amplify_presentation
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The document discusses Dell's adoption and use of social media over time. It notes that Dell was an early adopter of online sales and support. It then summarizes Dell's experiments with social media from 2005 to 2011, including launching blogs, communities, and social media profiles. The document discusses how Dell aligned its organization for social media success and leveraged social media across different business functions. It also addresses key learnings about how social media can be a tool rather than just a channel and how customer-connected employees are important.
Richard_Binhammer_Amplify_presentation
- 1. Reputation and Brand In an Instantly Connected World Richard Binhammer, Social Media and Community Amplify Festival, Sydney, Australia, June 6-10, 2011
- 2. Traditionally, Busines s and Technology: aimed to deliver efficient organization of work through specialization of labor 1776, Adam Smith, Wealth of Nations 2 Global Marketing
- 3. Dell’s Direct & Online Heritage: Critical Enabler Leader in online First company to frictionless First to sell complex hit $1M a day in commerce from configurable items online revenue order to delivery One of the first One of the first companies to Early adopter of to launch online social media discussion forums launch online support
- 4. Before the Social Web: Our Online Perspective Dell.com Our Communities 4 Global Marketing
- 5. Internet: Unlike other technologies, the Web was unpredictable; opened more opportunities to change perspectives anywhere it reached 5 Global Marketing
- 6. Interactive Web: First time in history, technology at home has evolved faster than for business becoming so pervasive that business is catching up to consumer expectations about connectivity, ease of use and how to use Source: Mary Meeker, 2010 Internet Trends Global Marketing
- 7. June 2005 – August 2006: Several Online Issues = Offline too 7 Global Marketing
- 8. Five years of experiments and experience December 2006 October 2007 May 2008 June 2009 February 2006 Dell named #1 most Ratings and Michael Dell quote in Business Week Dell Outlet achieves Global Twitter social brand in Michael Dell Asks reviews on Jeff Jarvis story quote, “These conversations are $0.5M in sales via Twitter revenues of $6.5 M ranking of 100 top Why don’t we reach out and help going to occur whether you like it or not. Do you bloggers with tech support issues? Dell.com want to be part of that or not? My argument is you Community team active on Twitter brands absolutely do. You can learn from them. You can Small Business improve your reaction time. And you can be a blog launched August 2006 better company by listening and being involved in Blog outreach that conversation.” expands beyond February 2007 March 2008 March 2010 tech support Accepted Solutions China Micro- IdeaStorm Launched January 2009 June 2009 launched on Community Blogging A voting based site allowing Dell Organizes in to $2M+ Sales customers and others to submit Dell France begins Online 4 customer focused ideas for Dell. Community Outreach via Twitter Social Media Listening business units Command Center 2006 2007 2008 2009 2010 2011 Dell Social Media and Community University July 2006 launched/5,000 team Direct2Dell launched June 2007 April 2008 2009 members trained by end of year Today Direct2Dell exists in Dell joins Twitter Inside IT launched Dell TechCenter English, Spanish, Norwegian, January (Aug.) Blog focused on business Japanese and Chinese. Dell launches 2008 customers, and Cloud Dell aligns Computing. Altimeter recognizes Dell with EmployeeStorm Spring 2009 December 2009 “Open Leadership Award for Internal Blogs organization Launched for for success Some Members of Huffington Post BlogInnovation and Execution” Community and (Oct.) Employees. Conversations Dell April 2006 January 2007 deployed within each launches Tech support StudioDell launched of the new Dell B2B pages Facebook outreach to blogs Dell’s video and podcast February 2008 Business units (Jun.) site, with helpful tips and tricks. Eventually expanding November 2007 Twitter expanded this into the YouTube channel DellShares launched making sharing easier. The first investor relations blog by June 2008 a public company. Channel blog 8 launched Global Marketing
- 9. Starting Down a New Road, in a Vehicle, yet to be proven Even today, the Infrastructure is evolving 9 Global Marketing
- 10. Recognizing & Aligning a Powerful Ecosystem Dell.com External Communities Our Communities Team Members 10 Confidential Global Marketing
- 11. Listening to Be A Better Business, Across the Business 11 Confidential From 4,000 posts/day to 26,000 posts/day 3/21/2011 Global Marketing
- 12. Two-way dialogue: Innovation and Suggestions 2007 IdeaStorm changes the conversation. 12 Global Marketing
- 13. Dell.com becomes social Global Marketing
- 14. This is a global development: Sina integration with Dell.com Global Marketing
- 15. New opportunities Further our Direct connections with Quality Interaction: No tricks or gimmicks customers Relationship Marketing: Link Online: Behavioral Targeting and Deal Posting 15 Global Marketing
- 16. User generated Marketing Global Marketing
- 17. Fans: B2C or B2B Its all about Business and People Special Thanks to BlaM4C & Marshalus & more than 4000 customers Global Marketing
- 18. Customers in need are critical opportunities Social Media gives them voice & you opportunities Global Marketing
- 19. @DellCares Across the Web Generates Positive Connections The Customer: Model Supplies Sales, Followers: 60,000+ Issue/Resolution: The customer tweeted in regards to an LCD issue w/her PC on 4/18 to her friends. @DellCares identified the customer was in need of assistance and responded on 4/19, The issue was resolved on 4/29. MSD tweets her a thank you on 5/25, which she responds to immediately. … Dell … delighting the Customer Customer voices Listens, Engages whose following retweets to 150k+ users frustration… and Resolves issue… Michael Dell jumps in… Model Supplies raves @ModelSupplies Thanks for contacting You're very welcome! @MichaelDell Thank you @dellcares and for positive feedback too. for the fantastic service - and for the reminder of Thrilled to hear you are a happy Dell customer! things still to do! x0x 7:43 PM May 25th via web 6:14 Confidential 25th via web 19 PM May Global Marketing
- 20. Aggregation of Web Content, Rich Media Global Marketing
- 21. Internal Social Networks • Dell is using Chatter to increase cross-departmental team collaboration • Over 90,000 Dell employees quickly and easily collaborate around documents and information like sales opportunities, team projects and campaigns • Fosters relationships • A hybrid of Twitter, Facebook, Sina, Ren-Ren, Orkut 21 Global Marketing
- 22. Our fabric is changing 22 Confidential Global Marketing
- 23. Key Learnings Global Marketing
- 24. SM B2C & B2B 24 Global Marketing
- 25. The world around us is changing Control is not as successful as influence companies that embrace this the fastest will win • Disintermediation between the customer and the expert is happening already • Users spending more time across the web engaging – beyond company’s website • Customers trust their peers more than anyone else • Traditional methods are not scaling; Does Social Media? 25 Global Marketing
- 26. Don’t Look, Listen or Touch This is not a strategy that works. 26 Global Marketing
- 27. Listen, Engage, Act. It’s at the heart of all strategies…But How to Scale? Think of it as a tool, not a channel Global Marketing
- 28. Campaigns are capital intensive. You can not buy fans & followers for life … Global Marketing
- 29. A Tool to be Leveraged Across the Fabric of a Company: different functions, uses and values Product Development Marketing Online Presence • Feedback Loop • Demand Forecast • Ratings & Reviews • Early Warning • Lead Generation • Communities • New Product • Message Reach • Customer Stories Ideation Sales Customer Service Communication • Leads • Collaboration • Listening • Rich Media • Thought Leadership • Support Widgets • Brand Reputation • Blogs • Outreach • Influence • ReputationMarketing Global
- 30. Customer Centricity: Inform and Drive Every Part of the Business The Social Radio for All Employees 30 Global Marketing
- 31. Empowering Employees: Social Media & Community University Principles Policy Governance Training & tools Global Marketing
- 32. Customer Connected Employees are your company’s rock stars 32 Global Marketing
- 33. Authority Exchange Community 33 Global Marketing
- 34. The Nature of the Connections Changes: from Business & Marketing as Broadcasting to People Having Conversations and Connecting “The Miracle of the Web” push and publish, Barry Diller Global Marketing
- 35. Business and People People are empowered. Technology enables. Humanity rules. Global Marketing
- 36. Are Businesses Less Machine and more Networked Organism? Human Organizations 36 Global Marketing
- 37. Meanwhile … Back at the Office Global Marketing
- 38. They are asking about the social web infrastructure Global Marketing
- 39. Where is the ROI Business Value of Social Media 39 Global Marketing
- 40. Yes Virginia, there is ROI Business Value: It is measurable in many forms, there is not 1 number … Global Marketing
- 41. Look across the entire customer lifecycle. It can be used everywhere … • Insight: Social media improves Dell’s reach and share of voice • Insight: SM keeps customers engaged, provides solutions and improves loyalty. Dell.com • Insight: Established causality between social media activity and purchase Our External Communities Communities • Insight: Social media based support improves sentiment • Insight: Social Media provides and correlates with higher high Business Value and revenue contributes to demand gen vehicle Global Marketing
- 42. Connected and Lit Up 42 Confidential Global Marketing
- 43. you gonna miss the old car? Global Marketing
- 44. Thank You
Editor's Notes
- #6: The shape of the online universe. This image shows the hierarchical structure of the Internet, based on the connections between individual nodes (such as service providers). Three distinct regions are apparent: an inner core of highly connected nodes, an outer periphery of isolated networks, and a mantle-like mass of peer-connected nodes. The bigger the node, the more connections it has. Those nodes that are closest to the center are connected to more well-connected nodes than are those on the periphery. The core: At the center of the Internet are about 80 core nodes through which most traffic flows. Remove the core, and 70 percent of the other nodes are still able to function through peer-to-peer connections.
- #9: August 2006Blog Outreach Expands Beyond Tech SupportEngagement with anyone who commented about the company. Business model and other issues considered.August 2006Blog Outreach Expands Beyond Tech SupportEngagement with anyone who commented about the company. Business model and other issues considered.June 2007Dell joins TwitterWhy don’t we reach out and help bloggers with tech support issues?February 2008Twitter ExpandedStart experimenting with Twitter for business– another venue to help customers, but also thanking Dell customers. Outreach leads to some Twitters asking for help on purchases.May 2008Dell Outlet Achieves $0.5M in Sales via TwitterCommunity team active on TwitterJune 2009 $2M+ Sales via TwitterDell outlet on Twitter surpasses $2 million in sales with another $1 million dollars in sales at dell.com 2009Dell TechCenterA Collaborative Community for Datacenter pros grows by 400%December 2009Huffington Post BlogDell’s VP of Social Media and Community, Manish Mehta, begins blogging at Huffington PostJune 2009Global Twitter Revenues of $6.5 M Community across the social web =3.5 million direct customer connections