Dell: Thank you for clicking us.

After having difficulties with my computer, I called the Dell helpdesk with my dying need for technological help. After answering a few questions, I was asked if I would be interested in utilizing their TechCenter feature. Not knowing what this was, of course I agreed. They asked me to not touch the mouse for a few minutes and that they will solve the problem for me. The next thing I knew, a technician from their location was moving the mouse on my computer and fixing the issue at hand. I was intrigued and asked what else they used this feature for. I was amazed when one of his answers was tracking social media.

A firm's main concern with the implementation of social media plan is the unclarity of the ROI. How do you define the process, or more importantly, how are you able to track your progress? For the past few years, Dell computers has become a leader in being able to provide their CEO's with results coming from their social media plans. Through TechCenter, the Dell staff is able to put together the positive correlation between people taking about Dell and then purchasing their product. Also, Dell utilizes various vendors and create a rating and review system at the presence of other consumers. They were able to determine that prospective customers that read reviews and ratings of other customers are 138% more likely to purchase.

The most useful social media plan that Dell has recently implemented is their Social Media Command Center. Within this center, they have people watching the 22,000 people that are discussing issue, experiences, and details about the brand. By having this, they can track the positioning of the consumer and also divide the conversation/issue that is being discussed to the right department, in order to become more efficient.  

Dell put the emphasis on the right platforms of social media, including the ability to track ROI, therefore have created a very successful campaign that covers both marketing and public relations for the firm. So Dell, this is to you, I am confident that you will be able to track this post.