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This is why you should befriend your favourite brands on Facebook

First of all let me tell you how exciting I was to finally see BestBuy landing in the UK, and secondly how great it is to finally have a store in this country where customer service is a priority!

Yesterday morning, as I was switching my computer off on my way out, I noticed a BestBuy Facebook status update inviting fans to befriend the Community Manager, Graeme, to be in with a chance of winning a couple of tickets for the O2. Low barrier to entry, easy and a good incentive I’d say …so I did it, with no hope whatsoever!

Off I went to see a movie in the afternoon. On my way out, I checked my emails (as you do) and I was like WTH? I had less than an hour to go home get changed and head off to see Lady Gaga at the O2. I never win anything but hey ho it was my lucky day!

Once we get to the O2, we are welcomed by two lovely chaps from BestBuy into a private VIP suite literally inches away from the stage. I couldn’t believe it…from what was supposed to be a relaxed couch evening to a crazy Gaga concert at the O2, all thanks to BestBuy.

In marketing, we tend to call these Love Bites…those nimble and generous moments of spontaneity from a brand that simply make you fall in love with them a little bit more!

I was already in love with this brand, but now they’ve gained a promoted tweet for at least a week. #ilovebestbuy

This is a perfect example of why you should befriend your favourite brands on Facebook, you never know what might happen – you might be flying to LA next week or get a lovely concert ticket to enlighten your bank holiday weekend! Relationship marketing FTW

Thank you BestBuy!

E

 
 

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BestBuy CSR Wisdom = Social Media

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I am so glad I was made aware of this video today!

What BestBuy has achieved is what majority of brands are struggling to understand and probably not brave enough to embrace. It’s what I call openness:

  • give a chance to everyone in your company to speak up,
  • make everyone within your company a stakeholder,
  • everyone should be involved,
  • let your employees feel they have a high level of impact into your business development

I have posted a link to the video below this paragraph for all of you to go and watch. It’s 30 minutes long, but if you have a bit of time it’s an incredible insight into how brands should adapt their business models to open up to their employees, with the ultimate objective to retain them for as long as possible, make the business a better place for  your customers to come back to, and last but not least, for your own company to constantly develop thanks to the people who make it such a good place…. It’s not rocket science, BUT STILL, I have no idea why only merely few companies have got it right so far!

Best Buy CEO Brad Anderson in conversation with Peter Hirshberg at Google Zeitgeist from peter hirshberg on Vimeo.

I am not anywhere close to being a business consultant, however I humbly reckon it’s part of an overall ‘Corporate Social Responsability’ vision which has a strong potential to let your business stand out from the others.

The only reason why I am giving the spotlight to BestBuy is because what they are doing is exactly what brands should also be doing with their customers!

BestBuy has launched an internal social network for their over 3000 employees across the US by the name of BlueShirtNation, an internal WIKI, a TradeTrending tool and a Product Development Forum. Within these spaces, employees are constantly coming up with new ideas, talking directly to the managers, getting funded by the company to take interesting concepts one step further, connect with each other from different stores etc… allowing a fully personal experience where they can feel meaningful to the company

That is exactly what customers want!

  • They want to feel listened
  • They want to get involved
  • They want to be meaningful to the eyes of your brand

I would be extremely surprised if BestBuy doesnt open such tools to their customers. People could add even more ideas to what BestBuy employees have, it could actually generate even more conversations between employees and consumers to drive better service and more product development.

Also, at the moment they are talking about a mobile device which would allow customers to review their products right there at the moment of consideration/purchase. A custom software would allow reading a product barcode and let you retrieve all the reviews from the BestBuy online community website straight onto your mobile screen.

The ultimate point is : how would your customer feel through such an awesome shopping experience?

I could only say – satisfied? clear about his choice? glad about listening to what other people like him have to say about the product? More willing to buy?

As a brand, if you start engaging with your existing and potential users online, through building and maintaining open and meaningful conversations you might get the same results! Am I right?

Answers on a postcard please!?

E

PS

The slideshare below explains in more details their strategy

 

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