Dell | Conversation Management

Social Media Tools & Listening Centers

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by Erik van Roekel on July 21, 2011in the categories Skills, Social Web5 Comments

Over a year ago I published this extensive article (Social Monitoring & Social Media Marketing Tools, Dutch) at Marketingfacts.nl. Although the article still has value, especially when combined with the comments we received, it’s time for an update. The world of (advanced) social media tools is changing with many new features. I cannot give you a fully comprehensive overview of all the possible social media tools. Simply because…. there are too many. This article is, hopefully, an inspirational overview of some useful new tools that make the life of any social media lover a lot easier. But that’s not all.
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Don’t worry about having too many tweets to deal with.

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by Steven Van Belleghem on May 27, 2011in the categories Conversations, Social Web2 Comments

One of the major excuses for brands to avoid participation on Twitter is their fear of having too much additional work. “We won’t be able to deal with the enormous flow of tweets and feedback from clients”, is what I hear a few times a week.

For some major brands, this is probably true. That’s why companies like Dell, Gatorade, Delta Airlines, Best Buy and many other global brands are re-organizing their service and communication department. Without this structural change, they wouldn’t be able to handle all the interactions with consumers.
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Which aspects of your social media strategy are you showing off?

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by Steven Van Belleghem on April 18, 2011in the categories Skills, Social WebNo Comments

In the last few months, Dado Van Peteghem and me had the opportunity to interview a bunch of very interesting people from different international companies. We talked about the integration of social media in their organization. One of the things that strikes me is the enormous amount of investments these companies made to get the basics right. I mean things like education and getting the right infrastructure for their team.
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Case: Dell adapting to the importance of active listening

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by Clo Willaerts on March 22, 2011in the categories Branding, Conversations, Social WebNo Comments

We all remember the ‘Dell Hell’ of 2005, where journalist and blogger Jeff Jarvis vented about his frustrating dealings with Dell on his blog. This sparked a ‘blog storm’ as Dell consumers with similar frustrations linked to Jarvis’ blog, which eventually received widespread press coverage.

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Can I help you? On Twitter, the answer is no.

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by Emiel van Wegen on February 22, 2011in the categories Conversations, Social Web2 Comments

Whether you want to start mass protests or you would like to manage a brand crisis, Twitter may help you as a platform.

From event activation to issue advocacy, from product promotions to crisis management, the microblogging platform allows businesses many modes of customer communication that can be tailored to match their customers’ preferences.
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Social Media Tools & Listening Centers

Don’t worry about having too many tweets to deal with.

Which aspects of your social media strategy are you showing off?

Case: Dell adapting to the importance of active listening

Can I help you? On Twitter, the answer is no.

Subscribe to our newsletter

New Paper: From Personal, to Self, to Crowd Service

Book a speech

Marketing 2020