PRESENTATION OUTLINE
COMPANY CHALLENGE:
In 2005 Dell was criticized for having extremely bad customer service in a blog post made by a man named Jeff Jarvis. Not long after a large amount a bloggers began to do the same thing and ruined Dells reputation.
Thousands of people then started commenting about how they too had bad service from Dell. At that point Jarvis attempted to contact Dell.
COMPANY STRATEGY:
At this time Dell had a policy in place that didn't allow employees to respond to bloggers, this quickly changed. The company began to respond to everyone and started to incorporate social media throughout the company.
Throughout 2006 and 2007 Dell launched a massive social media marketing campaign so that they could turn around their bad reputation and in 2007 they released a company social network called IdeaStorm.
COMPANY RESULTS:
By 2009 the company had rebuilt their reputation and sold millions of dollars worth of stuff through social media.
