One of the pioneers in using social media to engage with customers and others is global technology firm Dell. During the past few years, Dell has been lauded for its transparency and engagement in how its social media channels like Direct2Dell and IdeaStorm have provided avenues for customers to engage directly with individuals within Dell which has also helped transform the companyâ€™s image and reputation in customer service.
In this FIR Interview, Bob Pearson, Dellâ€™s VP Communities and Conversations, explains some of his thinking behind the new web TV channel and discusses what may be behind the rise in blogging by small businesses, Dellâ€™s two billion customer interactions each year, Dellâ€™s use of Facebook, Twitter and other aspects of social media, and offers a useful tip to every small business owner.
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About our Conversation Partner
Before joining Dell, Mr. Pearson worked for Novartis Pharmaceuticals as Head of Global Corporate Communications and as Head of Global Pharma Communications, where he served on the Pharma Executive Committee. Prior to Novartis, Bob was President of The Americas for GCI and was responsible for creating and building the firm’s global healthcare practice. He was previously Vice President of Global Public Affairs & Media Relations at Rhone-Poulenc Rorer (now Sanofi Aventis) and worked at CIBA-Geigy in both communications and field sales. He has more than 20 years experience in executive corporate communications and public relations.
Mr. Pearson graduated from the University of North Carolina at Greensboro with a degree in communications and completed his MBA at Fairleigh Dickinson University. He has served on the boards of Cancer Care and The Huntington’s Disease Society of America and currently serves on the boards of The Dell Foundation and The Association for Multiple Impaired and Blind. Bob is also a member of the executive committee of Dell’s Political Action Committee and he serves as the Vice-Chair of the Emerging Technology Committee for the State of Texas.
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This FIR Interview is brought to you with Lawrence Ragan Communications, serving communicators worldwide for 35 years. Information: www.ragan.com.
(Cross-posted from For Immediate Release, Shel’s and my podcast blog.)