To “inform, sell, engage and support.” How much simpler could anyone have put it?
There are many questions that could be addressed with this answer. Such as:
- “Why in the world should we mess with social media?”
- “I hear Twitter is a total waste of time. Give me a few reasons why it isn’t?”
Lionel Menchaca has put up this schema that I wish I had a few days back. It’s outlines how Dell uses social media in Brand Reputation Discussions, Customer Service and Segment Discussions.
But here’s something that bears watching –and I am certain it will end well.
In a response to this post by Menchaca, a customer going by the name of Maria posts a looong comment. It’s very reminiscent but not as harsh as the infamous Dell Hell post. She goes on to state that:
I believe I have given Dell every reasonable opportunity to make this right, but I cannot afford to lose any more time and valuable productivity because of a defective product. I would like to send the computer back for a refund.
As a big fan of Digital Nomads, I’ve been watching -and dissecting –Dell’s engagement across many social media channels. I can be sure this is going to come to one more grand denouement.