Executive Video Interview: Why Dell Continues To Use Social Media

Bob Pearson (Twitter at bobpdell) Vice President, Communities & Conversations at Dell invited me out to Microsoft’s Architect Forum to co-lead a session on social computing.

I let my twitter community come up with questions, and I took three from the dozens to pose to Bob, select questions from: Cece Salomon-Lee, Ravit Lichtenberg, and oemporor (can’t find his tweet)

Here’s the questions I posed to Bob, if I could only spit the words out as well as I could write them:

  • Is IdeaStorm increasing revenues?
  • Is social media impacting the bottom and top line of Dell?
  • How Dell has made $1mm in revenue from Twitter.
  • Is social media superficial branding, or does it truly change the company?
  • How does an economic downturn impact Dell’s social media efforts?
  • Is it better for customers to self-support each other rather than calling Dell Support?
  • What’s the URL of your corporate webpage?

    • It’s great to learn first hand from Dell how they’ve used these tools to increase revenues and reduce costs –it’s time we focus on the business aspect of things rather than the feel good branding only. You can see one of Bob’s recent video interviews on the Direct 2 Dell site.

    Or, see this visualization of the same interview by VizEdu

    69 Replies to “Executive Video Interview: Why Dell Continues To Use Social Media”

    1. Anyone visiting the new Dell community site looking for user to user technical support will observe that it has become practically unuseable for that purpose. Most of the features that one expects in such a forum are missing. The previous Dell Talk user to user support forum used commercial software designed to provide the features that make such forums easily and efficiently navigable. Evidently the social media tools now used are more suited to social media interactions (blogs, media galleries, wikis, etc.), but not for user to user support technical support forums. Many of the more experienced users who provided much help are leaving, a great loss to other users.

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