Bill Johnston from Dell knows the truth: “Business is inherently social.” Therefore Dell developed a social ecosystem of programs, platforms and tools to create business value, capture business intelligence and foster customer advocacy. The case study showcases Dell’s vision for social business and the company’s social media timeline including various experiments and experiences.
Key Learning Points
- Social media is valuable across the entire customer lifecycle.
- Setup of “Extranets” – social spaces where Dell & Customers communicate and collaborate privately.
- Dell Ideastorm: Community where customers can share ideas and collaborate with one another and Dell.
- Increasing revenue and purchase frequency due to Ideastorm.