How Best Buy Manages 2100 Employees on Twitter (video)

social media expert interviewIn this video I interview John Bernier, Social Media Manager at Best Buy. John is best known as one of the brains behind Best Buy’s Twelpforce, an online customer service initiative on Twitter.

Watch this video to find out how Twelpforce manages 2,100 Best Buy employees as they answer thousands of customer questions on Twitter.

After you watch the video, be sure to read the takeaways below.


In John’s words, Twelpforce helps Best Buy “bridge the gap between the knowledge customers have, to the knowledge customers need to enjoy their products, and to get to the ideal dream state or experience.”

Here are some of the many interesting points John shares in this video:

  • Twelpforce launched at 80% ready to go
  • Best Buy’s social media policy made it possible for 2100 employees to participate in just a few months
  • Peers help peers to become social media experts
  • They use a simple system with ConnectTweet and the hashtag “#twelpforce” to respond to tweets

And here are John’s tip for businesses just starting out on social media:

  • Figure out ways to be social
  • Turn your assets into something social
  • Expect to have failures; these failures will be small but your successes will be great.

In addition to checking out the @Twelpforce on Twitter, have a look at both the Best Buy Fan Page on Facebook and their Ideax project to get ideas on how to become more social.  It’s easy to see why John expects Twelpforce to evolve in the future as they engage socially with their customers even more.

What do you think about the Twelpforce initiative? What did you come away with after watching this video? What do you think of Best Buy’s social media policy? Do you have a group of employees using Twitter to represent your business?  If so, what tools do you use?

As always, please share your comments below.

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About the Author, Michael Stelzner

Michael Stelzner is the founder and CEO of Social Media Examiner, founder of My Kids' Adventures and author of the books Launch and Writing White Papers. He's also the host of the Social Media Marketing podcast. Other posts by »




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  • http://www.jakematthews.blogs.com/ Jake

    love hearing how they connect thousands of employees to one feed. great that they developed an app in house.

  • http://www.jakematthews.blogs.com/ Jake

    love hearing how they connect thousands of employees to one feed. great that they developed an app in house.

  • http://www.jakematthews.blogs.com/ Jake

    love hearing how they connect thousands of employees to one feed. great that they developed an app in house.

  • http://www.socialmediaexaminer.com Michael A. Stelzner

    Hey Jake – Yeah it’s really cool how a technology retailer is actually using tech to connect with customers.

  • Anonymous

    Thanks for sharing this, if you get any follow up questions, I’m always available!

    JB

  • Anonymous

    Thanks for sharing this, if you get any follow up questions, I’m always available!

    JB

  • Anonymous

    Thanks for sharing this, if you get any follow up questions, I’m always available!

    JB

  • http://www.socialmediaexaminer.com Michael A. Stelzner

    Thanks John! It was a pleasure shooting this video with you!

  • Debbie

    This is a great story of the success of a company using twitter. I’ve had a chance to test it out myself and had a great experience. I had a broken video recorder and when I posted a tweet to Twelp for some help, they responded within minutes! I got response from 2 or 3 people (which was fine with me) and they were all very nice. Basically said to take it into the nearest store and they would take care of me. I took it in and they did. I’m most impressed with the participation of the Best Buy employees. But how do you keep them from being distracted by Twitter?

  • Debbie

    This is a great story of the success of a company using twitter. I’ve had a chance to test it out myself and had a great experience. I had a broken video recorder and when I posted a tweet to Twelp for some help, they responded within minutes! I got response from 2 or 3 people (which was fine with me) and they were all very nice. Basically said to take it into the nearest store and they would take care of me. I took it in and they did. I’m most impressed with the participation of the Best Buy employees. But how do you keep them from being distracted by Twitter?

  • http://www.mybusinesspresence.com/ Karen @MyBizPresence

    Wow great interview!! Best Buy is lucky to have you, John. You guys are setting a great example for businesses. Michael, thanks for sharing this! I’m inspired (and sharing!)

  • http://www.mybusinesspresence.com/ Karen @MyBizPresence

    Wow great interview!! Best Buy is lucky to have you, John. You guys are setting a great example for businesses. Michael, thanks for sharing this! I’m inspired (and sharing!)

  • http://www.mybusinesspresence.com/ Karen @MyBizPresence

    Wow great interview!! Best Buy is lucky to have you, John. You guys are setting a great example for businesses. Michael, thanks for sharing this! I’m inspired (and sharing!)

  • Anonymous

    I’m flattered, and humbled to represent so many great employees making this idea work…thanks!

  • Anonymous

    I’m flattered, and humbled to represent so many great employees making this idea work…thanks!

  • Anonymous

    I’m flattered, and humbled to represent so many great employees making this idea work…thanks!

  • http://abundancehighway.com SuzieCheel

    Thanks for sharing this, great example, will help so many businesses who do not know how to use or are afraid of twitter

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