Tag Archives: Dell

Build Customer Relationships that Matter through Social Media

Photo by paul bica
As a follow-up to my post last Friday, ‘What Your Customers Say When You Don’t ‘ or Won’t ‘ Listen,’ I encourage organizations that want to learn how to effectively engage with their customers on Twitter to read ‘How to Network with Influential People Using Twitter’ by Jason Kosarek.

This article offers guidance on fostering relationships to increase your customer reach and to build a strong and engaged customer community: 

  • Find the Influencers in Your Current Network
  • Know Your Competitors’ Connections
  • Search for Influencers in Your Niche
  • Follow and Interact with People on Twitter
  • Set Up Alerts to Track Where Your Influencers are Mentioned or Post Online
  • Add Value Outside of Twitter

If you’ve been thinking about joining the conversation on Twitter and listening to what your customers are saying about you, now’s the time. To take it a step further, don’t miss these Total Customer Experience Leaders Summit sessions about building customer relationships that matter through social media:

  • The Future of Social Business, Richard Margetic, Director, Global Social Media, Dell
  • Move Brands Faster and Longer in the Social Media Era, Nestor Portillo, Director, Social Communities and Customer Experience, Microsoft
Join Richard and Nestor at Total Customer Experience Leaders Summit 2014 in Miami in April. To learn more about the event and register, go to www.iirusa.com/totalcustomer

Stay connected with TCEL:

  • twitter.com/TotalCustomer #TCEL14
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/TotalCustomer

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, TwitterGoogle+, and on her website at www.starrybluebrilliance.com.

How HP, Forrester, Dell and Others Master the Customer Experience

Translating data insights into an actionable plan is the foundation for building a successful and emotionally connected brand.  The 2014 Total Customer Experience Leaders Summitshines an important lens on measuring and aligning data, along with linking attitudinal metrics to behavioral data across the enterprise. This three day open forum allows for high-level knowledge exchange with the most distinguished leaders in the customer experience space. 
See for yourself – download the brochure for full program detail and session descriptions: http://bit.ly/1fhJFi9

Our visionary speakers on data and linkage include:

KEYNOTE: Employees are the Key to delivering your Customer’s Experience
Peter Neill, Former Chief Customer Officer, Level 3 Communications

The ability to deliver upon a differentiated CE falls upon your employees and how your culture enables them and your customers. Your employee experience requires investment and shouldn’t be left to chance if “how” you deliver is equally as important to your customers as “what” you deliver. It’s critical to incorporate employees and customers into your VOC Program – Measurement, E2E Analysis, Action, Communications, and Recognition.

KEYNOTE: Personal Intelligence: The Power of Personality at Work
John D. Mayer, Renowned Professor of Psychology, The University of New Hampshire and Author, Personal Intelligence

John is a groundbreaking behavioral psychologist and key innovator in intelligence research having written more than 125 scientific articles, books, and psychological tests, including the internationally known Mayer-Salovey-Caruso Emotional Intelligence Test. John argues that understanding personality is the key to our well-being. We are all curious about what people are thinking and what makes them tick. This urge to understand others helps us to adapt successfully to the world around us. Mayer talks about personal intelligence at work and the use of personal intelligence to understand our customers.

Twelve Year Customer Experience Journey
John Sullivan, Global TCE Leader, HP Financial Services

The key to the success of this twelve year journey could only happen through an engaged employee workforce. This presentation deconstructs the twelve year journey of a global company with over 1,500 employees supporting customers in over 50 countries competing for loyalty and wallet share in an industry and marketplace that provides superior customer experiences. John focuses on identifying and segmenting customers; internal as well as external, implementing a measurement process that gives continuous feedback and how to turn this information into meaningful, measureable action that would drive customer loyalty.

Making Promises, Keeping Promises: Building Brand and Loyalty Through Customer Experience
Kerry Bodine, Former VP and Principal Analyst, Customer Experience Research Practice, Forrester

Companies are waking up to the fact that customers’ perceptions have a profound impact on business metrics ranging from brand equity and customer loyalty to increased revenue and cost savings. But for businesses to succeed, they need to get serious about the way they define, implement, and manage the customer experience. This session will explore how to make the connections between experience, brand and loyalty, the role that various touch points play in creating customer expectations and delivering on them and how marketers need to collaborate with the rest of the organization to ensure a high-quality customer experience.

….and, many more industry leaders!

Mention code TCEL14BL & Save 15% off the standard rate. Register today:  http://bit.ly/1fhJFi9

Join us and the greatest customer experience strategists of our time and together we’ll advance business relevancy through customer strategy.
The TCEL Team

Companies looking to social customer service post-holiday

According to Marketing Vox, many companies are relying on social media tools to accommodate the questions of the individuals using the tool for such questions as return policies. Companies such as Comcast, Dell, Southwest, and AT&T are fully using it as a customers service tool.

What do you think of companies using Twitter as a customer service tool? Have you had a pleasant experience as a customer using these tools? One interesting fact in the article was that customers who do use these social media tools for assistance expect a higher level of service. Read the article here.

NACCM 2009: The Power of Global Connectivity: Opportunities from a 24/7 Worldwide Alliance

Two billion Dell conversations are occurring each year online, through chats, forums, emails, etc. People are talking about you and you want to know what they are saying about you says Vida Killian who is responsible for Marketing & Online Conversations at Dell. She shared a quote from Michael Dell that states ‘These conversations are going to occur whether you like it or not. Do you want to be part of that or not? My arguments is you absolutely do. You can be a better company listening and being involved in that conversation.’

Killian says that Dell has three objectives: 1) Build the brand, 2) listen, learn and engage, and 3) rapid innovation. Dell knew that social media was having a huge impact and expanded social engagement over time. According to Killian, they started with customer forums in 1995, blogosphere and social networking platforms in 2006, IdeaStorm website in 2007, and sponsored offsite properties in 2008.

Dell developed its website IdeaStorm as a result of a need for a customer-driven, central location for new ideas. IdeaStorm.com allowed them to encourage ideas, feedback, innovation and dialogue with and between their customers. What were the results, you ask? The IdeaStorm website has received 12,000 ideas to date (2,000 in the 1st week alone), and has resulted in approximately 400 ideas implemented.

Killian shared key lessons that Dell has learned over the years about social media engagement.

1. Engagement ‘there is pent-up demand and customers want to talk to you.
2. Open source idea generation transformed the way they operate. They not only have the IdeaStorm website but have added a Facebook Application that allows customers to post ideas directly to Facebook.
3. Customers want to engage both on and off your site. Community Forums exist on Ondell.com and Offdell.com.
4. Transparency and authenticity are key. Killian says that social media is ‘forgiving’ if you respond quickly to the negativity.
5. Social media responsibility no longer is just the job of the social media team. In the early days, Dell had a central team. Now they have distributed ownership to different company departments including sales, service & support, product group, and marketing.
6. Define measurement objectives. Keys include Technorati ranking, Net Promoter Scores, website traffic, etc.
7. Meet specific customer needs through social media. For example, when they needed to move inventory from DellOulet, they used Twitter to send coupons to their customers. Now, @delloutlet is in the top 50 Twitter accounts and has over 1million followers. They currently have over 35 official Dell accounts on Twitter and many more personal accounts.
8. Customers want to connect globally. It is a challenge because of language and cultural barriers. Growth potential is huge to connect with customers all over the globe.

Dell’s original goal was to simply build the Dell brand. What they’ve found is that Dell doesn’t own the brand, customers do. When you engage with them, you are building the brand together which is more powerful than doing it alone says Killian.

NACCM Customers 1st 2009 Full Conference Details Just Released


I’m excited to announce that the 7th annual NACCM Customers 1st 2009 Conference full program details have just been published. It’s taking place Nov. 2-5, 2009 at the Pointe Hilton Squaw Peak in Phoenix, Arizona. NACCM Customers 1st is the most comprehensive customer-centric conference covering everything customer strategy under one roof. Speaking companies include Dell, FedEx, Southwest Airlines, Marriott International, Mastercard Worldwide, Travelocity, Zappos.com, JetBlue Airways, CIGNA, The Hartford and many more. The event has over 40 sessions, 45 corporate practitioner speakers, 3 Chief Customer Officers, 2 Chief Marketing Officers, 2 Chief Experience Officers and 5 visionary authors…the program is more hands-on and results driven than any other customer event.

For more information and to download the conference brochure, visit www.iirusa.com/naccm. The earlier you register, the more you save. Register today to save $400.

Feel free to contact me with any questions or feedback on the event. I may be reached at apowers@iirusa.com.

I hope to see you there!

All the best,
Amanda Powers
Senior Conference Producer
IIR, NACCM Customers 1st Team

Dell Delights Customers

I came across this video today on smallbiztechnology.com in which they recently interviewed Tim Griffin, the VP of Global SMB Services at Dell, about their outlook on customers and service. Dell’s number one goal is to delight their customers, and because of this they offer a wide array of products and services to ensure that customers are happy. Take a look at the video below to see Tim speak about about the current strategy around Dell services.

Twitter and its Multiple Usages

It seems as if the media has really taken Twitter under the spotlight the past couple of months. This article in the NY Times highlights how companies like Starbucks, Whole Foods, and Dell have used Twitter as a researching tool in order to find out what customers are thinking as they use one of their products. Amazon.com recently found out how important Twitter is when many consumers responded negatively on Twitter when certain books were reclassified as “adult” and so were removed from search rankings. The company felt it was necessary to respond to these tweets even over the Easter holiday.

Twitter’s usage does not stop at the consumer level though. Last week in Moldova, several protesters used Twitter as a means to rally up troops and to help them understand what was happening in their small country. Twitter has definitely created an enormous impact across the globe, but what are some other examples of its usage that you have come across?

Dell begins to charge for American customer service

In a recent article in the Washington Post, the reveal that Dell is instituting a new customer service policy. For customers who buy a new PC, they have the option of paying $12.95 a month or $99 a year to receive a North American customer service representative as well as less than a two minute wait time. However, if customers choose not to pay this fee, they’ll receive customer service representatives from India or the Philippines.

What do you think about this? Don Reisinger shared his opinion here. Should consumers have to pay for customer service? Or is Dell defining the line between technical support and customer service?