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Social media is the new marketing job

January 21, 2009

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

“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

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