social media is the new marketing job

01/21/2009 07:00:05 PM
From the FT..

At Dell:

"Bob Pearson, former senior vice-president of corporate communications, became vice-president of communities and conversation for Dell in 2007.."

"He now has 45 people working for him..."

"The core team works on “blog resolution” – trawling the web for dissatisfied customers, then attempting to contact them to make amends. "

"Others on Dell’s social media team manage the company’s 80 Twitter accounts and 20 Facebook pages. Still others manage IdeaStorm, Dell’s forum for customer feedback."

It's an example of clients seizing control of the conversation response and moving it in-house from out of house and from reactive and slow to proactive and fast.


Posted by Ed Cotton
Tags: socialmedia (8) facebook (31) dell (5) twitter (23)

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