pr proo oof f in in th the e jo jour urney ney October 2013 - PowerPoint PPT Presentation

Th The e Po Powe wer r of of So Soci cial al Me Medi dia: a: pr proo oof f in in th the e jo jour urney ney October 2013

7 7 ye years rs ago: 4000 posts per day To Today ay: 25,000 posts per day (in English alone) Confidential 2 Social Media Services Group 11/1/2013

Abou Ab out t yo your ur presenter esenter • Highest ranked Social Media SME at Dell • Social Media Nerd, Process Engineer, Product Development, Management Consultant • Passionate about using social media to create connections… – for companies and their customers, – for personal brand, and – to make a difference in the world (charities) • Digital Footprints and Passions – @knoxkeith (twitter) – http://instacanv.as/knoxknox – www.linkedin.com/in/keithknox – #Movember – www.veteransadventure.org Confidential 11/1/2013 3 Social Media Services Group

Starting down a new road, in a vehicle, yet to be proven Even today, the infrastructure is evolving 4 Social Media Services Group

Ou Our Cus ustom tomers ers Ar Are Ta Talking king Ab About ut Dell ll • Our cus usto tomer mers are talking king abou out t Dell. l. – 25K conversations daily ly about ut Dell “Engaging in honest, direct conversations with customers and stakeholders is a part of who we are, who we’ve always been. The social web amplifies our opportunity to listen and learn and invest ourselves in two-way dialogue, enabling us to become a better company with more to offer the people who depend on us.” -Michael Dell Confidential 5 Social Media Services Group

Ou Our Cus ustom tomers ers Want nt Us Us En Engaged gaged • 93% of social media users believe a co compa pany ny sh should ld ha have a pr prese sence nce in social media • 85% of users believe a company should not only be present but also inte teract ract with th its ts co consu sumers mers via social media • 56% of users feel they have a stronger connection with and are bett tter r se served ed by co by compa panies nies when they can interact with them in a social media environment • 60% of B2B technology decision-makers rely y on te tech chnical ical su supp pport rt fo forums s to to infor form m and d valid idate ate th their r pu purch chas ase e de deci cisions sions Confidential 6 Social Media Services Group

Confidential 11/1/2013 7 Social Media Services Group

Socia ial l media ia practit ctitioner ioner June 2009 Dell named d March ch 2008 February 2007 Global l Twitter reven venues the No. 1 Accepted d Solutions launch ched d on IdeaSt Storm launch ched of $6.5 M Altimeter eter reco cognize zed d De Dell most st social l Community February 2006 A voting based site allowing customers and with “Open Leadership Award Dell France begins Online Community Outreach May 2008 brand Micha hael Dell asked others to submit ideas for Dell. for Innovation and Execution” Dell Outle let achieved ved Why don’t we reach out and help bloggers with tech crawl. October 2007 support issues ? $0.5M in sale les s via Twitter March ch Micha hael Dell quoted d in Busi siness s Week 2010 December 2006 In response to Jeff Jarvis question around whether companies want to be part of the online conversation: ”My argument is you absolutely do. You Dell joins s Ratings s and revi views ws can learn n from them. m. You can improve your reactio ion n time. And you can January 2009 Sina launch ched d on Dell.c .com walk. be a better company ny by listening ning and being ing involv lved in that Dell Organizes into four June 2009 Weibo in conversation.” cust stomer focus cused d $2M+ Sales China December 2010 business ss units via Twitter Social l Medi dia Listening Command d Center launch ched run. 2011 2006 2007 2008 2009 2010 July 2006 June 2007 2009 Social l Medi dia & Community Direct ct2Dell ll launch ched June 2008 Dell joined Twitter Univer versi sity (SMaC U) launch ched Dell Tech chCen Center Today Direct2Dell exists in English, Spanish, Channel l blog 5,000 team Norwegian, Japanese and Chinese. Spring 2009 January 2008 6 Awards s for the Soci cial l Medi dia Emplo loyeeSt Storm launch ched members trained by launch ched December 2009 Member ers s of Community end of year Dell aligns Internal Blogs Launched for Employees. List stening Command d Center Huffington Post Blog and Conver versa sations s organization deplo loyed d within each ch of for success January 2007 the new Dell Busi siness s Studi dioDell l launch ched Novem vember 2007 B2B pages s on units Faceb cebook Dell’s video and podcast site, with helpful tips and DellSh Shares s launch ched August st 2006 tricks. Eventually expanding this into the YouTube The first investor relations blog by April 2008 channel making sharing easier. Blog outreach ch expande ded d a public company. Insi side de IT launch ched June 2010 beyond tech h Support Blog focused on business customers, and CAP Days s launch ched In-person events Cloud Computing. for vocal online customers 8 Social Media Services Group

Em Empowering owering employees: loyees: Socia ial l Media ia & Co Community munity Un University ersity Principles Policy Governance Training, Certification & Tools Social Media Services Group

Social Media Services Group

Confidential 11/1/2013 11 Social Media Services Group

Listening stening to the conversations…. Social Media Services Group

Innovating in the future: A social radio for all employees 13 Social Media Services Group

Transf Tr nsform orming ing reputation utation via social ial Dell CAP Days Dell Soci cial al Think k Tanks Outsid ide In Inside Out Customer Influencer Influencer Customer Feedback Dialogue Dialogue Feedback Customer Influencer Influencer Customer Feedback Dialogue Feedback Dialogue Dell ll facilitating topic-based discussions & brainstorms with influe uencers cers Cust stomers rs giving feedback on Dell’s business not customers Confidential 14 Social Media Services Group

Cu Custome tomers rs in ne n need d are critical itical oppor portunit tunities ies Socia ial l Media ia gives es the hem m a voice … & us… oppor portunit tunities ies 15 Social Media Services Group

How socia cial l listening stening provide vides s value ue Key Use Cases ses Stakehold keholder er Benefits efits Compe peti titi tive ve Intelli llige gence e – Understa stand d competi tito tor messaging Produc uct t Group Opex Savings gs and share of voice SOS Supp pport t – Impro rove ve prioritiz tizatio tion n and coverage age of Suppo port rt Call l Reducti tion, , Custo tome mer r Suppo port rt issues Impro rove ve NPS Marketi ting / Mercha handi disi sing – Impro rove ve messa saging g and offers s Impro rove ve MarComm mm Marketi ting based d on customer mer feedba back ck Efficienc ency, y, Upsells lls Listening for Leads s – Identi tify fy new leads s Sales Quali lified ed Leads, , Increas ased ed Revenue nue Listening for M&A - Research h on potenti tial al acquisi siti tions; s; Corporate rate Strat ategy egy Opex x Savings gs Custo tome mer r reaction n on upcomi oming ng acquisi sitio tions ns Listening for Governm rnmenta tal l Issues es – Better r under ersta tandi ding g of Governme rnment nt Relations ns Enabler ler potenti tial al issues s 16 Social Media Services Group

Confidential 17 Social Media Services Group 11/1/2013

Confidential 18 Social Media Services Group 11/1/2013