Best Buy launched its “Twelpforce” in 2009, alongside a range of commonly found customer service tools, including phone help lines, click to chat, and “frequently asked questions” section on its website, fed by an extensive range of open customer discussion forums.
Best Buy was one of the first companies to take an active position on Twitter as the medium gained prominence rapidly last year. And just two years ago, according to Thor Muller, founder of Get Satisfaction, which helps companies set up and manage social forums, “companies were largely ignoring social media”. Since then, he says, “there has been something of an arms race to embrace social media as an opportunity.”
“They now see it not just as low-cost marketing opportunity through word-of-mouth, but also as a way to demonstrate their customer centricity, putting customers first.”
via www.ft.com
Can other companies take such an innovative approach to including social networks in their customer service approaches?
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