Social Media + The Customer Experience

Several months ago I gave this presentation via a Marketing Profs Webinar in an attempt to connect the dots between social media and the customer experience.  As Dell has been enjoying a good deal of positive press—and we've seen Twitter continue and evolve, I thought it might be a good idea to re-post the deck.  Also, what's the latest news on Bud TV?  How about USA Today?

Is social media really starting to influence how consumers behave?  The mainstream media seems to think so—do you?

Note: The above presentation was produced prior to my hire at Critical Mass.  Dell is currently a Critical Mass client.
Update: Mack has just done a Company Blog Checkup on Direct2Dell.

Comments

[Bud Caddell]

David, that was an awesome presentation. It's always nice to see someone who can weave a full story.

[Daive L]

Hey this is is a good stuff. I love your blog especially the cool visuals. I noteic eyou switch jobs recently. There is also a few good pieces on social networks by Idris Mootee at www.mootee.typepad.com that I thought you would be interested. I am sharing your blog with my co-workers and they all enjoy it.

Great work.
D