Listen. Engage. Act. Those three words sum up the core strategy behind Dell’s Social Media Listening Command Center. Powered by Radian 6, the center basically monitors whatever is being said about Dell all over the world. They then use that information for product development, customer service, marketing, sales, or anything that can be improved based on the feedback that they get.
Here’s some more information which was posted on Mashable:
Based in its Round Rock, Texas headquarters, Dell’s new social monitor center will be an integral part of its @Dellcares customer care and tech support. The company already does a commendable job at reaching its global audience via social media, but it plans to up the ante by offering support in 11 languages by the end of the year.
Dell is using social media monitoring tool Radian6 to power its data collection. The center will track on average more than 22,000 daily topic posts related to Dell, as well as mentions of Dell on Twitter. The information can be sliced and diced based on topics and subjects of conversation, sentiment, share of voice, geography and trends.
Check out the video below for some interviews about the command center including some words from the Presidents of Dell and Radian 6.
Makes you wonder if any local companies will employ something like this in the next few months.
(Thanks for fellow NMP writer Mac Ocampo for the link)
