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18-Jul-2009

Posted by: Chance Stevens

Comments: (3)

Best Buy Twelpforce To Help Drive Sales By Lurking In Twitter

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bestbuycaresComcast lead the way by providing customer service to frustrated users over twitter, the social microblogging service.  The initiative was setup to help prevent the growing negative sentiment of “Comcast Sucks” being echoed across the internet.  Best Buy must have taken notice, but their approach is slightly more aggressive. 

Instead of searching the internet looking to help people with customer service issues, Best Buy is going to look for people trying to find information on televisions and providing pricing, and details to help drive more sales.  

According to Bloomberg:

Starting July 19, Best Buy’s “Twelpforce” will search Twitter posts to find people seeking information about flat- panel televisions and other electronics, Chief Marketing Officer Barry Judge said in a telephone interview today. More than 500 employees at stores and at the company’s Richfield, Minnesota headquarters are signed up to participate, he said.

Be on the lookout if you use twitter, Best Buy may just be watching.



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  • Andrew

    As long as they’re not using it as a spam channel or hard selling technique, this might not be that bad a thing. I might even argue it’s a good thing. Social networking has given companies a new way to market things. However, instead of simply shoving sales messages down consumers’ throats, you can create dialogue.

    • admin

      The story has a tinge of negativity, but you’re right Andrew, it could be positive. When you’re as big as Best Buy you have to reach far out and wide to connect with customers. I think the thing which seemed off to me is that they aren’t looking for people who are having a problem with Best Buy but people who are talking about buying electronics. Best Buy has forums on their site, but sites like Consumerist.com would have to fight a lot harder to get a story if they used all of the channels to respond before things got out of control. Like everyone else, I’ll reserve judgement until it starts up.

      I just wanted to make everyone aware because it seemed really interesting and something many people many not have heart about.

      Peronsally, I like Best Buy more than HHGregg or BrandsMart down here in Georgia.