Do What Now?
From shameless self-promotion to broadcasting tweets about everyday things, there is no doubt Twitter is a place to be social. But, what about turning to Twitter as a way to promote good customer service? This is exactly what some companies, like Best Buy, are doing as a way to extend their customer service efforts. It may sound silly or confusing but in the end, it makes sense. Twitter and other social media platforms are attracting your customers, so why would you ignore this segment? With a team of technology pros, Best Buy’s Twelpforce is readily available to assist consumers with any questions and give advice that can help them with pending decisions. Best Buy has even invested in numerous TV spots to help spread the word of their Twelpforce.
Strengthening Your Weak Areas
Some commend Best Buy for their breakthrough marketing and customer service efforts, as they will surely set an example for others to follow. But this idea did not arise from nowhere, as Best Buy has been lacking in the customer service department in the past. Just Google “Best Buy customer service” and you won’t be surprised to find these gems: “Best Buy, worst customer service”, “Best Buy Customer Service is a Joke!”, “Best Buy Embraces the Suck” and more. This is not what any company or individual wants to hear. By utilizing new social media potential to create powerful tactics, Best Buy has found an effective way to strengthen their weaknesses.
A New Trend for 2010
According to the Harvard Business blog, customer service via Twitter is a trend to look out for in 2010. It’s a mutually beneficial plan as businesses will benefit from a cost effective measure that will leave their customers happy when they get the help that they need. Additionally, Best Buy’s Twelpforce is a unique way to build their brand. Their Twitter account is decked out in the signature blue and yellow with a sea of smiling employees. If that isn’t an image that a successful corporation wants to convey, I don’t know what is! Although the Twelpforce is not yet a year old, I think that Best Buy is taking a step in the right direction when it comes to nurturing passionate employees and gaining loyal customers.
Matt Ramage is founder of Emarketed a web marketing agency located in Los Angeles. He loves coffee, good design, and helping businesses improve their look and getting found on the Internet.