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Case Study: Dell Exemplifies How Social Media is a Critical Link to Your Customers

I was inspired to write today’s post because I wanted to share an article today from Richard Binhammer, a senior manager in corporate communications at Dell, posted on SmartBlog on Social Media.

Those who have worked with me know that I spend a great deal of time encouraging businesses to let go of their fears and embrace social media as a means for their message to travel efficiently and to build trust among their customers. What better way to do this than to encourage employees to share their valuable insight in social media communities?

In the article, How Dell took social media mainstream, Richard describes how communication tactics among businesses have changed since community driven social networks have taken such a prominent place in our society.

I think Dell is an excellent case study of a large business who has embraced this concept by encouraging their employees in marketing, sales, service and support, and product groups to engage with customers and each other via social media channels.

The social media model being used at Dell exemplifies the true spirit of engaging and listening to your customers. All businesses should pay attention and learn from their experience. Dell has benefited from platforms such as Twitter and IdeaStorm to share their brand, build trust with their customers and have received valuable feedback to make them an even better company.

Richard sums up what I have been trying to say for some time much more eloquently that I can:

After three years of experimenting, listening and learning, ….we have concluded that social media is ultimately about connecting and communicating across all aspects of our business….. While social media started as a way for Dell to distribute news and special offers, it has evolved into a critical relationship builder, integrated into all business units.

Here are three tips for getting started on integrating social media into your business operations:

* Listen first. Learn from what your customers are saying to establish your baseline.

* Engage employees internally through social media. Use blogs, Yammer or company-specific social tools to get people used to and excited about the platforms.

* Encourage employees to set up social media accounts. As you know, social media is addictive! Once people try it, not only will they be itching for more, they’ll be coming up with ideas for how it can benefit their team.

Ahhhh…Poetry!   Music to my ears!

-Amy Dunn

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