Integrating social engagement across the company
Dell is certainly a social media poster child - yet there is always room for improvement to continue leadership.
My idea is less tactical or an isolated fix to some problem and more a about building a sustainable flow of improvements across the entire organization - Thanks Connie Bensen for the invitation.
Some of the challenges seem to be adhoc "campaigns", lack of transparency regarding engagement, approachability of the team for less involved customers. For a user it looks like there is a small social team, and a socially engaged Michael Dell, but the rest of the company does business as usual.
The result to the customers: unclear how much influence they have, how important they are to Dell and how customers can help improve not only products via ideas but the direction of the company from a market perspective.
The result to the organization: Lost improvement opportunities
I suggest developing a cohesive and transparent social engagement strategy that is:
a) Known and understood by its community
b) Co-developed with the community
c) Carried out jointly by the community and the Dell team and its business partners
Key aspects: Community, democratization of influence, cross departmental engagement, gamification, crowdsourcing, collaborative engagements...
Duration: 3-6 month for the development
Involvement: 40+ customers + a few hundred additional contributors, the Dell social media team, VP sales, VP support, VP products, VP operations, VP marketing, VP-Partners, 20+ business partners
Result: A transparent social engagement model (customer experience model) that covers the whole range from customer service quality, product design influence and information flow.
Execution: I would love initiating this task, work with your team and the Dell community of customers, partners and advocates, a few experts and make a difference.
(My social presence)