Best Buy is one of the most successful companies in the world in in the implementation of Social Media . Best Buy has created an atmosphere where social media is the norm rather than the exception. By using social media such as blogs, forums Best Buy has taken customer service to another level.as a way of reaching consumers with the latest products and deal. Social mediums such as: Facebook, Geekblog, IDEAX, Youtube,Ratings and Reviews and Twelpforce on Twitter are all centered on making the customers experience a delight and not a chore.Even the Chief Marketing Officer, Barry Judge has his own blog, which shows the lengths they will go to show the consumer that Best Buy cares about their concerns. Brian Dunn, CEO of Best Buy bought into the potential of social media after using Twitter. Even after having his Twitter account hacked,Dunn stated, " it didn't diminish my enthusiasm. I learned a couple lessons along the way. I can engage for 5 or 10 minutes and get a great sense of what's going on in our stores. But when I encounter someone online who's having a problem, I want to reach out and fix it myself. I did that once early on and suddenly I was inundated by others. I'd set myself up as an answer center, and that's not my job. We'll have more than 1.5 billion customer interactions this year, and we have great processes for helping customers"
If companies could only realize the potential that awaits those the buy into Social Media, they may have the same results as Best Buy.
Sources:
http://www.businessweek.com/magazine/content/10_50/b4207104653437.htm
http://www.bestbuy.com/site/null/Community+Landing/pcmcat191300050013.c?id=pcmcat191300050013
Great post, Vic! I love learning about companies who have successful action plans for (negative) feedback. I think social media provides so many opportunities for companies to make things right with customers who haven't had the best service but there are not a ton of companies out there who are fully taking advantage of this yet.
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