March 17, 2011 - Social Media and eCommerce opportunity for Sweden market - SECC - Denmark, Sweden

1. Dell & Social Media –listen, engage, learn Stephen Jio Social e-Commerce Conference, Stockholm 17 March 2011

2. 2 Dell & Social Media - listen, engage, learn Who we are Why Social Media How we listen When do we engage What we learn Where the opportunities are 17/03/2011 Stockholm

3. 3 Dell & Social Media - who we are 17/03/2011 Stockholm Dell is Global… 96,000 Employees globally 2 Billion Interactions Annually Dell.com in 166 countries and 34 languages Service Team members in 90 countries

4. Dell is Responsible… Perfect score in Corporate Equality Index (6th year in a row) Greenest company in America 2010 (Newsweek) Proud Corporate supporter of (PRODUCT)RED™ 200,000 hours of Volunteer time by Employees 4 Dell & Social Media - who we are 17/03/2011 Stockholm

5. Dell is Social… 3,500,000 Community connections 22,000 Conversations every day 100,000 Customer generated reviews $6,500,000 in revenue for Dell Twitter globally 5 Dell & Social Media - who we are 17/03/2011 Stockholm

6. 6 Dell & Social Media – Why Social Media Social Media helps Dell in achieving their purpose of: “Delivering technology solutions that enable people everywhere to grow and thrive.” Confidential

7. 7 Dell & Social Media – Why Social Media 17/03/2011 Stockholm …a brief history

8. 8 Dell & Social Media – how we listen and engage Listening Dedicated listeners in our global Listening Command Centre Regional listening teams on the ground in each region Over 6,000 Dell Employees trained to listen 17/03/2011 Stockholm

9. 9 Dell & Social Media – how we listen and engage 17/03/2011 Stockholm Engaging Support teams representing: Product support Sales and order Post support Product quality Communications Online And more…

10. 10 Dell & Social Media – how we listen and engage Twitter listening & engaging Listening to social media properties and engaging with customers @dellhomeuk averaging 80 engagements daily Capturing trends on customer behaviour 17/03/2011 Stockholm

11. 11 Dell & Social Media – how we listen and engage 17/03/2011 Stockholm Employees get involved Training and certification for listening and engaging Internal social media property, Chatter accessible to every single employee Multitude of employee communities that encourage engagement

12. 12 Dell & Social Media – how we listen and engage 17/03/2011 Stockholm Support and escalation Dell Cares is a global team: Providing support for Social Media queries across all properties Regional language based teams Provides escalation on issues requiring specific care

13. 13 Dell & Social Media – how we listen and engage Facebook listening & engaging Listening to threads and engaging when appropriate Two-way engagement on Facebook Fans are fully engaged with other fans and Dell 17/03/2011 Stockholm

14. 14 Dell & Social Media – what we learn and get in return Voice of the Customer Social Advisor – Tag Cloud Product selector, non-bias Based on customer reviews Transaction on site 17/03/2011 Stockholm

15. 15 Dell & Social Media – what we learn and get in return Voice of the Customer Over 100,000 reviews from customers Customers recommend to other customers 17/03/2011 Stockholm

16. 16 Dell & Social Media – what we learn and get in return Q&A Community Wiki Users post questions and Community answers Leverage rich community knowledge Dell experts also provide answers Over 1,800 questions so far 17/03/2011 Stockholm

17. 17 Dell & Social Media – what we learn and get in return TradeSecrets Sharing best practice between companies Using Twitter keeps it focused Confidential

18. 18 Dell & Social Media – where the opportunities are Viral videos Product launch teasers, interviews, press conferences, customer stories Dell Duo teaser gathered 250,000 views in the first 72 hours – over 650,000 views to date 17/03/2011 Stockholm

19. 19 Dell & Social Media – where the opportunities are Flash mob Introduction of Dell Streak in Australia Published to YouTube it garnered 50,000 views 17/03/2011 Stockholm

20. 20 Dell & Social Media – where the opportunities are Dell Streak across America 9 cities coast to coast Facebook fan page to generate interest and invitations to attend Blogging of journey created on going interest and PR 17/03/2011 Stockholm

21. 21 Dell & Social Media – where the opportunities are MTV EMA – Red Carpet Created a red carpet experience for the audience that included a photo call All images were posted on Facebook fan pages in Europe and the fans were encouraged to tag themselves in the photo and share their experience on the site. 17/03/2011 Stockholm

22. 22 Dell & Social Media – where the opportunities are 17/03/2011 Stockholm Twitter Offers – Outlet Sales Exclusive offers 1.5 million followers in the US outlet Significant revenue generated through offers on Twitter.

23. 23 Dell & Social Media – where the opportunities are 17/03/2011 Stockholm Swarm Group buying – on Facebook Unique limited offer Group discounts – get better with when more join Offers close after buying group minimum achieved Launched in Canada, Australia Launching in UK

24. 24 Dell & Social Media – where the opportunities are 17/03/2011 Stockholm Social Competitions Dell Duo – launch campaign Generate interest in Dell Duo Music playlist Win a Duo

25. 25 Dell & Social Media – where the opportunities are 17/03/2011 Stockholm Product and eco-system integration Feature our mobility product set and how they integrate technology with the social media lifestyle Eco-system of our Stage UI which provides a common interface with all Dell products with widgets for social media

26. 26 Dell & Social Media - listen, engage, learn 17/03/2011 Stockholm “Engaging in honest, directconversations with customers and stakeholders is a part of who we are, who we’ve always been. The social web amplifies our opportunity to listen and learn and invest ourselves in two-way dialogue, enabling us to become a better company with more to offer the people who depend on us.” -Michael Dell

27. 27 Dell & Social Media - listen, engage, learn Listen Listening provides insight to your brand and can be an early indicator of action needed to be taken Engage Engage when appropriate and do it in a clear, objective and transparent manner Learn Social Media provides great learning that are not only reactive, but proactive and can lead to ecommerce opportunities Confidential

28. Thank you! 28 17/03/2011 Stockholm

29. 29 Dell & Social Media - listening, engaging, learn How Dell uses social media to listen and engage with customers along with reaching out to new audiences Create a working culture that integrates social media across the organisation How social media has become an effective tool for customer service Using customer feedback and reviews to benefit the evolution of our solutions along with proving that voice to their peers in the purchase process Making social media an integral channel for launches, campaigns and other activities Confidential