Twitter Brand Engagement: Best Buy's Twelpforce
Best Buy announced that it is going to use Twitter to answer customer’s electronic questions through it’s Twelpfroce twitter account.
This idea isn’t new. Answering customer questions on Twitter has been done for a while now and made famous by Comcast. With most cases, including Comcast the questions came from current customers who had accounts and a team of Comcast employees would look up their account to determine the problem. With Best Buy the scale is much larger. They are trying to help anyone with a consumer electronics question and have developed an system to allow employees from across the country to respond to these questions.
What is the point? From a branding stand point Best Buy is striving to become/remain the consumer electronics expert. It is hard to think of a more wide sweeping approach to do display this attribute that constantly answering questions in real-time for everyone to see.
This is a bold move and if they can make the experience genuine and not feel like spam it can be a huge success.
