76. In fact, we’re even using social media to help provide those solutions. On
Twitter we have a feed called Twelpforce. Customers can post about their
tech problems, and Best Buy asso- ciates—or other Twitter users—can post
solu- tions. By monitoring the feed, we’re able to learn a lot about what our
customers are doing and to help them with problems in real time. We’re
providing advice to the public at no charge, and some people think that’s a
mis- take, since we also operate Geek Squad for a fee. But I reject that
notion: Twelpforce makes us more valuable and connected to our cus-
tomers, and that’s the only sustainable way of building customer loyalty
over time. People are going to shop with companies they think really care
about what it is they’re trying to do. Twitter lets us demonstrate that we’re
one of those companies.
So as the holiday season approaches, I’ll be tweeting frequently. I’ll be
talking about how pleased I am with the job our folks are doing. I’ll be
talking about the hot products I’m most excited about. I’ll be sharing my
impressions as I visit stores. And I’ll probably wax poetic about family and
friends and other things I care about. The reality is that social media are
where the national conversation is taking place today—and either you’re
part of that conversa- tion or you’re not.
77. In fact, we’re even using social media to help provide those solutions. On
Twitter we have a feed called Twelpforce. Customers can post about their
tech problems, and Best Buy asso- ciates—or other Twitter users—can post
solu- tions. By monitoring the feed, we’re able to learn a lot about what our
customers are doing and to help them with problems in real time. We’re
providing advice to the public at no charge, and some people think that’s a
mis- take, since we also operate Geek Squad for a fee. But I reject that
notion: Twelpforce makes us more valuable and connected to our cus-
tomers, and that’s the only sustainable way of building customer loyalty
over time. People are going to shop with companies they think really care
about what it is they’re trying to do. Twitter lets us demonstrate that we’re
one of those companies.
So as the holiday season approaches, I’ll be tweeting frequently. I’ll be
talking about how pleased I am with the job our folks are doing. I’ll be
talking about the hot products I’m most excited about. I’ll be sharing my
impressions as I visit stores. And I’ll probably wax poetic about family and
friends and other things I care about. The reality is that social media are
where the national conversation is taking place today—and either you’re
part of that conversa- tion or you’re not.
