5 Companies That Are Rocking Social Media

COMPANIES THAT ARE Rocking SOCIAL MEDIA Social media tools like f Facebook & are rapidly becoming a part of the corporate landscape. Twitter Here's how some companies are using social media in unexpected ways and engaging customers. LISTENING DELL Dell's Social Media Listening Command Center monitors more than 22,000 Dell-related topic posts. Dell offers customer support, help tools, and forums directly in Facebook It identifies customer service issues as well as brand evangelists. On Twitter, Dell's @DellCares profile is dedicated to addressing customer service issues While traveling, social media consultant Peter Shankman jokingly tweeted: SURPRISE MORTON'S THE STEAKHOUSE "@Mortons - can you meet me at newark airport with a porterhouse when I land in two hours? K, thanks." When he arrived at his destination, a Morton's employee was waiting for him with a steak meal. The PR ploy was covered on Huffington Post, CBSNews, )) Forbes, and dozens of other websites. E: Morton's also offers videos about its locations and food on Facebook, as well as menus and reservations. UNİSYS RESOURCE SHARING Unisys built "My Site," a social knowledge-sharing platform for employees to: build their credentials and network with colleagues. Ask Me About Its "Ask Me About" feature allows employees to offer expertise by using for skills and topics they can #hashtags collaborate with others on. Within 18 months, The company also uses 15,000 (EO O n You Tube of the 23,000 global employees had used the tool. to recruit newemployees. 24-HOUR CUSTOMER CARE KLM 2 4/7 customer service on Twitter and Facebook, KLM created a living alphabet to respond to social media inquiries. To promote its new efforts to provide KLM KLMUNS SLECEY TINE FOR USAI pVEREPLVA Bun DgRISERVIC E. CENTANUES HEAE 24/71 KLM answers every tweet and post in person. Within the hour. Day and nigh KLM answers every tweet and post in person. Whin the hour. Day and nigh KLM also invites customers to 450 KLM employees The living alphabet was videoed and sent out as responses on social media. SUBMIT IDEAŞ held up letters to spell answers to the questions on Twitter, Facebook, and Hyves (a Dutch site). for improvement via Facebook on its Bright Ideas page. ENHANCED ENTERTAINMENT In an effort to promote its new program, abc "PanAm," ABC is using social media to engage viewers. Fans can create their own crew Tweeters can tweet ID on Facebook. using the hashtag #PanAm to win a limited edition "PanAm" travel bag. Pandora has a dedicated "PanAm" radio station playing music from the era. ABC's page for "PanAm" includes behind-the- scenes tidbits and exclusive interviews, all sharable through social media. IS THIS OUR FUTURE? Brands are finding that social media still gives them an edge when they provide unexpected services through Twitter, Facebook, and other sites. in But what happens when everyone's offering customer service on social sites? Can we continue to be heard as customers, or will our "Twitter wait time" be equal to what it is on the phone these days? Sources: http://en.community.dell.com/dell-blogs/direct2dell/b/direct2dell/archive/2010/12/08/dell-s-next- step-the-social-media-listening-command-center.aspx http://www.google.com/search?hl=en&source=hp&biw=1680&bih=949&q=mortons+twitter&oq= mortons+twitter&aq=f&aqi=g2g-b1&aql-1&gs_sm=e&gs_upl=20912170101228111510I010I010123 91154211.7.211O10 http://techland.time.com/2011/08/23/man-uses-twitter-to-get-free-mortons-steak-dinner- delivered-to-airport/ http://blogs.hbr.org/cs/2011/09/increase_your_companys_productiv.html http://twitter.com/#!/klm http://therealtimereport.com/2011/09/28/klm-launches-24hr-social-media-customer-service- with-live- Freplies-via-youtube-twitter/ https://www.facebook.com/panamabc?sk=app_155673037848014 http://randymatheson.com/abcs-pan-am-social-media-efforts-take-flight/ http://twitter.com/#!/dellcares http://blog.unisys.com/2010/11/16/social-recruiting-the-unisys-way/ https://www.facebook.com/klm?sk=app_154045304665443