Best Buy is an American electronics retailer in which they use twitter as their consumer-engagement program. They realised that service is important in today's business thus, they want to provide a service in which their customers are able to access them 24/7. By using Twitter, anyone who has a question to them can get an answer right away, anywhere and anytime! So in other words, they use Twitter not only to promote their products/brand but also to communicate with their customers on a 24/7 basis.
Best Buy now has 200,000+ Twitter followers. What is more, Best Buy was recognised as one of the top 25 social brands in 2009 and their consumer complaints dropped by 20%!!
That's some interesting stats! Shows that SM does indeed have significant powers, you just need to use it right and your brand will definitely see the benefits!
ReplyDeleteRoss
Amazing that they have so many followers. But, after taking a quick glance at their twitter feed, most of their tweets are one-way and promotional. There is very little conversation taking place with their customers. I wonder how they are responding to customer questions? It's obviously not publicly.
ReplyDelete@wags: maybe when the customer wants to ask a question about the promo, they can simply ask the question by replying BestBuy's twitter and BestBuy can reply their question instantly.
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