Impact Of Social Media Marketing On Dell

506 Words3 Pages
Many companies including Dell, have realized that social media is a new platform for communication. Dell’s key policy is always being a direct and effective in terms of its communications. Dell and digital communication through the internet was never separated since it started to conduct e-commerce business which selling its customized products directly to the customer. Since Dell engaging the blogosphere in 2006, social media marketing has always been its core communication and marketing strategies. According to Dave (2011), social media efforts at Dell helps to sustain the business objectives such as aim to reduce cost, increase revenue and enhance customers’ satisfaction. Before Dell was engaged in social media, it was criticized for its weak B2C customer service. Social media has changed the communication landscape in providing opportunities for Dell to communicate with its customers. Reddy (1993) suggests that good communication is the role of the encoders’ and decoder’s skill and its characterized by the medium through which the encoded message is sent. Realized the effectiveness of social media as the medium of communication, Direct2Dell was launched by Dell, its very own corporate blog through Twitter. Its social media efforts have provided a two-way asymmetric communications, whereby, target audiences able to provide feedback content such as ratings and reviews with regards to the issues of Dell’s products. Moreover, the feedback provided by the customer is in real-time, whereby, the feedback is come directly from customers and Dell able to value their products. For instance, product that has five-stars rating should stay and two-star ratings should be removed. According to Pickton and Broderick (2001), feedback will improve the accuracy of the communication to ensure that message has been correctly received and understood, which is one of the reasons

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