Dell Hell is an example of the The OODA Loop In Practical Terms. The ClueTrain Manifesto predicted this type of thing would happen…
Dell is an example of a company that went through a difficult social media experience which resulted in a drop in share price, profit losses and more… It’s not something you would want to happen to your company….
The reason for telling this story is two fold. One is that companies who don’t understand how important it is to provide good service and the power of social media, blogs, tweets, forums, etc. could very easily end up like Dell. And as important as is that message, what’s more important to note is that Dell did finally make changes.
Today Dell has a Social Media Command Center where it listens and monitors social networks, over 25,000 daily topics and posts. For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on…
And this does not include Twitter. They look for trends, issues, customer sentiment toward the brand, etc… And they take those social insights back to the whole organization: product development, marketing, sales, communications, and back-office functions. In essence, Dell applies the OODA Loop to its business. It also holds Customer Advisory Panel meetings where it brings in people who love and hate the brand together to learn, “What would be better if…?”
And it has improved its customer relationships created in social media to sell product. Reports show that by using Twitter, Dell sold $6.5 million worth of products and its sales increased threefold because of the more positive comments customers leave in the ratings and review sections online.
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@DrNatalie L. Petouhoff
For more info on my work:
Ebook:Social Media ROI
Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company
Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans
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