Dell Seriously Watching Conversations: The Rise of Social Media Command Centers
Dell is at the top of the game when it comes to innovative customer service. The company already takes its social media efforts seriously by trying to satisfy a global customer base in soon to be 11 different languages. Now Dell has created a “Social Media Listening Center” that will monitor all conversations of Dell with plans of internalizing the observations. Dell’s main goal is to make sure even the smallest of voices are heard. It wants to take notes on even the smallest of issues in case they should flourish later.
Gatorade was the first to debut a “Social Media Command Center” earlier this year, naming it the “Gatorade Mission Control Center.” Not only is the information accessed in this centralized location, but employees also have access at their individual workstations. The main goal for Gatorade is to be the most involved company- the most participatory brand with its consumers. The company believes this approach will provide more access to what Gatorade has access to, like athletes and scientists, as well as providing a way to keep an eye on the issues facing the brand.
Personally I was surprised to see Gatorade as the first company to do this! Any thoughts on which company will be next?