Social media sites like Facebook and Twitter are taking the world by storm! They are helping companies, like Dell, improve their customer service.
Bob Pearson, who was the former VP of Dell's communities and conversations, ramped up the companies social media efforts to combat the "Dell Hell" label applied by customers referring to its customer service department. The company now has 42 employees that make up its Social Media team that run blogs, a video channel as well as other forums and track what people are saying about the company. I'm sure they are on Twitter, so if you have something to say, say it. Someone is listening!
There is even a 46-member Blog Council put together by the word-of-mouth marketing company GasPedal. The Council is composed of the heads of social media for Fortune 100 companies including Cisco, GE, Dell, Microsoft, Wells Fargo, The Home Depot and Proctor and Gamble. The council focuses on best practices for blogging and social media within large corporations.
Coke became hugely popular on Facebook when two Coca-Cola enthusiasts created a Facebook profile because of their love for the beverage. With 3.3 million fans, it became the most popular brand-related page on Facebook.
The growth is a mystery because there are over 200 Coke-related fan pages on Facebook, but this one stood out from the rest. What's great for Coca-Cola is that it doesn't cost a thing for them to run the Facebook page and it is reaching millions of people. Smaller companies should think about making a fan page for their product or company to utilize the free marketing tool!
Unfortunately, Skittles was criticized when they replaced their corporate home page with Skittles-themed pages from Twitter, Facebook, YouTube and Wikipedia. They generated a buzz, but some regarded it as a gimmick designed to exploit Twitter's popularity.
The gist...take the plunge!
"Social media is not a marketing tactic anymore--it is something that fundamentally transforms the entire enterprise" Andy Sernovitz CEO of GasPedal.
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