When people are talking about you, it’s OK to participate. In fact, it’s expected. A great response program can turn around any bad conversations and amplify the good ones.

But how do you develop a great response program? How do you know which conversations to respond to and which to ignore? How do you help happy fans talk to more people, and how do you help angry customers solve their issues?

Dell is one of the best at doing this. Once under fire for their lack of response, they’re now legendary for how they participate in conversations about them.

One of the leaders behind this program is Jason Duty, Dell’s Director of Global Social Outreach Services. Jason is part of our all-star lineup for our Word of Mouth Crash Course in Austin on May 10. We’re featuring 12 how-to classes, 12 real-world case studies, and 6 brilliant authors. Jason is teaching our class on how to join the conversation about you, and he’s going to walk you through exactly how you can do this at your company.

As a preview, check out Jason’s interview with Guy Kawasaki. In it, Jason covers things like:

  • The evolution of social media at Dell
  • How they’re social media for customer support
  • How their strategy is about much more than just putting out online fires

Tags: , , , , , , ,

Comments are closed.

Featured Downloads

9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

Read More

3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

Read More

The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

Read More

10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

Read More

The New Topics Worksheet

All word of mouth starts with a topic of conversation — a simple, portable, repeatable idea that gets people talking.

Read More

The Word of Mouth Action Plan

Create a complete word of mouth marketing plan using this worksheet’s eight simple steps.

Read More