6 Ways Dell Uses Social Media to Drive Sales and Improve the Customer Experience
Facebook Facebook Twitter Twitter LinkedIn LinkedIn Email Email 0 Comments Comments
6 Takeaway Tips
Cassizzi wrapped up her presentation by leaving the audience with six thoughts to remember when developing their brand's social media efforts, both as a revenue generator and customer engagement tool:
- Connect directly with consumers. Human interaction should be authentic, Cassizzi stressed.
- Listen, engage and respond. Follow this process and you'll bring consumers’ experiences with your brand to life, Cassizzi said.
- Measure and adapt. Test new things and understand how they affect your customers. Dell measures social media's impact on its business through a variety of metrics, including number of mentions, tone of conversation and where conversations are taking place on a daily basis; revenue contribution, trends, traffic and sentiment numbers on a weekly basis; and establishing long-term goals (e.g., product changes) on a monthly or quarterly basis.
- New tools should amplify your brand. Social media should serve as a portal to help you improve how you relate to consumers, Cassizzi said.
- Look for opportunities within your social media efforts to thank, help, appreciate and delight consumers.
- Focus on customer value first; business value (i.e., revenue) will follow.
« Previous 1 2 All
E Joe Keenan Author's page
Joe Keenan is the executive editor of Total Retail. Joe has more than 10 years experience covering the retail industry, and enjoys profiling innovative companies and people in the space.