Dell Hell

Issues On Hand

• Blogs created to bad mouth Dell laptops.
• Dell employees prohibited to interact with bloggers

Call To Action

• Michael Dell starts with categorizing where the issue has started. An open letter tells him it is inside the company. So with the launch of a companywide campaign and putting employees through social media marketing they are trained to obtain better interacting skills, improve customer service, and engage with customers.

While launching an internal blog to gain knowledge of different sales regions and collect data, Dell is able to start a blog called Ideastorm. This goal is to let consumers post ideas about new products or ways to improve products. An employee turns to twitter to push new notifications about Dell.

and Twitter users quickly used this to start two-way conversations with Dell. They realized that users wanted conversations instead of new information. With this strategy they improved reputation, engaged customers on twitter and improved brand awareness.

With the takeover of Twitter accounts (more then 80), they were able to monitor their brand being spread. This success lead to a blog that is directly ran by Dell. This content ranged from news to specific technology issues.

By converting these strategies and goals, Dell had made their brand well known. With just the twitter accounts, Dell gained 27% of bad reputation. Being able to monitor twitter sales compared to regular sales will show how social media is evolving todays industries.