Dell Dell Inc. The company was burned by "Dell Hell," blogger Jeff Jarvis's 2005 account of his negative experience with the company. In the years since, Dell said, it has aggressively worked to improve customer service, including by listening online. The Society for New Communications Research recognized the Dell Outlet, which sells refurbished products, for using Twitter to offer It’s really helpful to look at what some good examples of what companies are doing with their listening skills: deflecting customer anger, researching new products, or correcting mis-information.

The slides below probably lose something without being presented but the case studies are interesting, each for different reasons. Dell is an example of ‘bad turned good’ and has moved from its period of ‘Dell Hell’ to being perhaps one of the best example of businesses having an integrated approach to social media. We discussed in the workshop the case of how Dell make $3 million on Twitter Image by JMC Photos via Flickr Earlier this week we wrote about Thomson Holidays and how a blogger can impact your brand

In 2009, many companies have experienced 1 or 2 benefits from listening case studies ( Southwest Airlines , Dell ), but still question about why do I (insert business name here) need to listen. Tags: Listening AEV Ant's Eye View Dell Radian6 Southwest Airline Listening is a personal challenge for most of us in our daily relationships. It is primary tenant of our communication, but too often not practiced or practiced poorly.

Euan Semple started the BBC intranet on a box under his desk and the seasoned community practitioner Dawn Lacallade (previously Lead Stormchaser at Dell and now at solarwinds ) tirelessly waded through the politics at Dell to extol the benefits of the early Dell communities. So here are some tips from Dawn about how she used her powers of persuasion at Dell (at solarwinds everything they do starts with ‘how do we involve customers in this’ so I gather life is less complicated for her now!). I’m at the Communities 2.0 conference in San Francisco this week.

The Media Survival Guide has a bunch of sections with pieces from Industry Head, a panel, case study, future directions etc in Out of Home, Search, Direct Marketing, Web, Print, TV Radio, Mobile, Events/Experiential and Social Media. Richard Binhammer, senior manager, Dell position of unique knowledge – has studied hard, Marketing Magazine name Industry Head of Social Media for Australia. What is an Industry?

We’ve looked before at how organisations can use Twitter , and this guide covers the basics as well as showcasing a few cases studies of what some businesses are doing. Then you’ll be able to add to the great case studies from the likes of Dell and Pepsi that are listed in Twitter 101. Twitter 101 for Business – official case studies, tips and Image by futurowoman via Flickr This week has seen Twitter launch Twitter 101 ; a guide for businesses of how to use Twitter.

The opportunity to build better products and services through this real-time live focus group are ripe, in many cases, customer communities have been waiting for a chance to give feedback. Additional Resources I’ve been very involved with this new role, here’s some related content: Meet your peers and Join the Community Manager group in Facebook Understanding the Community/Evangelist Role, and profiles of a few of my Favorite Folks Capture from the Community UnConference Forum One Community Roundtable–Strategies for Community Video of Dell: When the Web team

Introduction Written by Andrew Conry-Murray 3/21/2009 3 comments 3 saves Login to Rate Bob Pearson is convinced that enterprise social networking software � blogs, wikis, social bookmarking, and the like � will transform the way Dell works. But the VP of communities and conversations at Dell Inc. (Nasdaq: DELL) struggles to quantify the business value of these tools. Click here for our mobile site About Us Join | Login | Home Reports ThinkerNet News Boards Video Webinars Clans Search Most Recent Comment "Great article.

Or provide a means to let new ideas flow in from the community in a very Dell IdeaStorm fashion . There is still a fear that deploying social tools to interact with online customers en masse will create unexpected costs or overhead as thousands — and in some organization’s cases — millions of customers try to engage with them. brethren, along with some early case studies. On mySimon: Top Deals on Car Speakers And Subwoofers BNET Business Network: BNET TechRepublic ZDNet ZDNet Members login Newsletters Site Assistance RSS Feeds Home News & Blogs Videos White Papers Downloads Reviews Popular Enterprise Web 2.0 Dion Hinchcliffe Get Enterprise Web 2.0

This doesn’t diminish the other vendors listed, as there are unique use cases for each vendor. Social Networking goes mainstream I was recently asked by a buddy to name off some social networking platforms that could be branded or changed as needed (that’s where that term ‘white label’ has come from). Not sorted in any particular order: BlogTronix I met Vassil, the CEO, I think it has a chance of giving Sharepoint a run for it’s money given it’s Intranet type features Sharepoint Microsoft’s collaboration suite is getting social networking