Dell Social Media Employee Advocacy - cdn.ragan.com · 31 Dell - Restricted - Confidential SOCIAL...

Dell Social Media Employee AdvocacyAmy Heiss

Director of Marketing: Social Media and Community University

Dell - Restricted - Confidential2

DELL’S P.O.V. ON SOCIAL BUSINESS VALUE

Follow me on Twitter: @AmyHatDell

LISTEN ENGAGE ACT




EMBED ACROSS ALL BUSINESS FUNCTIONS

MARKETINGSALES COMS/PR

CUSTOMER SERVICE

HR

PRODUCTS

ONLINE




25KDAILY GLOBAL

CONVERSATIONS

16+THOUSAND TRAINED EMPLOYEES

BROADSOCIAL NETWORKS


SOCIAL MEDIA GROUND CONTROL TEAM

25K500 10PROFILES CRITERIA

C O N V E R S AT I O N S



• Provide 24/7 global customer support in 17 languages (team members located regionally)

• Engage in 5000+conversations a week

• 50% demoter to promoterconversion rate

SOCIAL MEDIA OUTREACH TEAM



PERMISSION FROM BRAND

CONSOLIDATE & TARGET

USE INTERNAL COMMUNITIES

STRICT AGENCY GUIDELINES

CERTIFICATION REQUIRED

NO PRODUCT ACCOUTS

SOCIAL MEDIA GOVERNANCE


8

Dell - Restricted - Confidential

SMaC

SOCIAL MEDIA PRINCIPLES

Be Transparent & Disclose

Be Responsible

Follow the Law & Code of Conduct

Protect Information

Be Nice, HaveFun, Connect!


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“With great power comes great responsibility”

LEVEL 1: Foundation

SMAC Principles Get Started SMaCing

Building Brand on SMAC

Power Hours

Special Events

Listening for Insight

Guest Speakers

Office Hours

LEVEL 3: Continuing Education

Knowledge is Power

POWER UP WITH SMAC CERTIFICATION


LEVEL 2: Platform of Choice

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Social ExecSocial SME

Choose Wisely…

SMAC Certified

CHOOSE A POWERFUL SMAC IDENTITY


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You are brand

advocates!

BENEFITS OF CERTIFICATION: • Power Hours 2x a month

• 1x1 Office Hours

• Social Media Events

• Everyone Social


processing



SMACU POWER HOURS



SMACU POWER HOURS


• DEALING WITH TROLLS

• I’M POST OFF

• LIVE VIDEO

• GAMIFICATION

• SNAP THIS

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processing


#SOCIALSME PROGRAM: • 200 SME’s across Dell

• Expand Dell’s share of voice

• Hands on training

• Robust guidance & reporting

You are our

experts!


SOCIAL SME SCORECARD


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#SOCIALEXEC PROGRAM:• Launched 2013

• VP’s & above

• White glove service

• Expand footprint & influence


processing


You are our

leaders!


#SOCIALEXEC SCORECARD



EMPLOYEE ADVOCACY TOOL


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BUILD A SOCIAL CULTURE


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BUILD A SOCIAL CULTURE


Embed social media into the

fabric of the company.

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#SOCIAL360 UNCONFERENCE


25

INVESTED GUEST SPEAKERS


26

SPECIAL EVENTS FOR SMaCers


27

SHOW THE LOVE


28

GETTING BACK TO BASICS


What does

successlook like?


.

.

..

.

.

ENGAGEMENT

SUPPPORT

INSIGHTSADVOCACY

INFLUENCE

AWARENESS

NO SINGLE MEASUREMENT FOR SOCIAL


ACTIVATIONEDUCATION INNOVATION• Social Exec

• Social SME

• EveryoneSocial

• Advocacy

• Social Scorecard

• Training

• Certification

• Workshops

• Events

• Consulting

• Top of Trends

• Gamification

• Best-in-Class L&D

• Design

• Thought Leadership

2.9B post impressions

8x the engagement over brand

14M+ revenue gained16K+ certified

Over 90% NPS

1,300+ instructor lead classes

Higher Tell Dell scores

Incite Social Media Innovation Award

Forrester Achievement Award

WHAT MAKES SMAC U SPECIAL?



S O C I A LSELLINGY I E L D S RESULTS6X

t imes morel i k e l y t oexceed quota.

73% of sales people who use social media outperform non-social peers.

54%of social salespeople have tracked their social selling back to at least 1 closed deal.

46%of social sellers HIT quota compared to

38% of sales reps who don’t.

Total sales by social sellers blow past their peers by

23% on average.

10.8% of social sellers have closed 5 or more deals attributed to social media.

69%

Year-over-year sales increase via

social media

98%

First-time resolution rate on approx.

4,000 issues/week

45%

YOY influencer rise in coverage at Dell

events

18K

New customer ideas

183%

Increase in traffic to Dell.com

40K

Fans for the Americas Careers at

Dell Facebook

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Employees Sharing Content reach more than our branded content.

300 Team Members = 1M FB Fans


THE POWER OF WORLD WIDE REACH

WHAT’S EMPLOYEE ADVOCACY’S FUTURE?


• DELL TECHNOLOGIES

• PERISCOPE/LIVE VIDEO

• NEWS PROGRAMMING

• AMPLIFY EMPLOYEE STORIES

• THE NEXT PLATFORM


Connect With Me! [email protected]

linkedin.com/in/AmyHeiss

@AmyHatDell

CONNECT WITH ME ON SOCIAL MEDIA

Dell Social Media Employee Advocacy - cdn.ragan.com · 31 Dell - Restricted - Confidential SOCIAL...

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