"Dell Hell Fix"

Once upon a time in 2005...

• Noted blogger Jarvis ranted about a terrible Dell experience
• Several over angry Dell customers chime in
• The complaints have been made and the shots fired
• Jarvis directly challenged Dell to become a part of social media

Dell began its journey by:

• Listening to social media and hearing their cries
• Immediately forming a strategic plan

Dell's goals were to...

• engage consumers
• improve customer service
• turn its badly damaged reputation around

Dell's strategy involved...

• training its employees on social media interaction
• launching a blog from whence their voice was heard
• holding employee "unconferences" to inform and train
• launching IdeaStorm, a corporate social network
• creating more than 80 Dell-branded twitter accounts

Key to Dell's success, IdeaStorm...

• incited action from the consumers such as:
• requesting features
• suggesting new products
• offering up their other new ideas for Dell

In the end...

• Dell successfully utilized social media
• ...and lived happily ever after