Comments on: Video: How Best Buy Uses Social Technologies To Change Internal Culture

By: Best Buy Gets (most of) It « So me, Ma!

Best Buy Gets (most of) It « So me, Ma! — Thu, 18 Mar 2010 07:53:06 +0000

[...] Jeremiah Owyang summarizes Best Buys’s approach most succinctly on his blog: [...]

By: Rich Reader

Rich Reader — Wed, 21 Oct 2009 19:27:19 +0000

I’d like to believe that, on the whole, Best Buy has improved customer experience through their social media practices. However, my own personal experience with them recently gives me cause to pause before cracking open the Dom Perignon and whipping out the Cohibas.

Last month, I purchased what was represented to me as a Sprint 3G broadband mobile Aircard, but it turned out to be an EVDO instead. Then when I asked for an exchange, the rep told me that the EVDO was better than the 3G, so I accepted his advice and went away. Several days later I met a person who showed me their Sprint 3G broadband mobile Aircard, which we tested against my Sprint EVDO broadband mobile Aircard. His card was vastly superior. I returned again to Best Buy to ask for the exchange, and the rep finally admitted that they don’t actually carry the Sprint 3G broadband mobile Aircard. How difficult would it have been to tell a customer this on an upfront-basis instead of selling them something else, misrepresenting it as 3G, and later compensating by trying to fool the customer into believing that their best interests were being served?

On the 30th day, I returned the device in question. Where the Best Buy staff finally did the right thing was in their being persistent with SprintPCS in obtaining the RMA without letting launch the unfortunate travesty that SprintPCS was fully prepared to perpetrate. Thank heavens for the little blessings, but I am still left with a sickening feeling in my gut about being a “Black Tie” Geek Squad service subscriber for my new laptop, as that too has its’ own horror story.

By: How to be a Bad Representative for Your Brand in 140 Characters or Less « NextUp

Sun, 19 Jul 2009 05:47:37 +0000

[...] has received lots of praise for their innovative use of social media, both internally and externally. As someone keenly [...]

By: Best Buy Gets (most of) It « Social Media Marketing

Best Buy Gets (most of) It « Social Media Marketing — Wed, 24 Jun 2009 17:26:48 +0000

[...] Jeremiah Owyang summarizes Best Buys’s approach most succinctly on his blog: [...]

By: Alex Peerenboom

Alex Peerenboom — Sat, 18 Apr 2009 19:43:42 +0000

Wow, I never knew that Best Buy was that involved in making a real change in their company and for their employees. And in the end, happy employees treat customers better which means more sales. This is a really good strategy by Best Buy. Thanks for the video.

By: Charlie Nichols Browning

Charlie Nichols Browning — Sat, 18 Apr 2009 17:45:03 +0000

Here’s a nice related article/interview on Best Buy’s development of their own internal Twitter with Headmix’s tools. Seems like it’s another project from the same team.

http://www.readwriteweb.com/archives/best_buy_enterprise_twitter.php

By: Leadership and Social Media at Best Buy « Lead Change Group

Leadership and Social Media at Best Buy « Lead Change Group — Wed, 15 Apr 2009 13:44:20 +0000

[...] found this video embedded in a blog post by Jeremiah Owyang (follow @jowyang on Twitter) on his Web Strategy blog. Many people around the [...]

By: Ben

Ben — Mon, 13 Apr 2009 02:12:53 +0000

Getting everyone involved in the company like this is one of the best ways I’ve seen to try to inspire interest for all levels of a retail environment. It’s too easy to lose good employees if the only thing you have to inspire them with is a paycheck.

Thanks. Looking forward to the deeper dive.

By: jeremiah_owyang

jeremiah_owyang — Sat, 11 Apr 2009 09:07:06 +0000

Steve, good one, I agree, culture is a big changer. I’m certainly going to look at what you guys are doing beyond BSN.

By: @sbendt

@sbendt — Sat, 11 Apr 2009 00:58:04 +0000

Hey Jeremiah-
Posted a similar blog this morning after our conversation yesterday. Great to have you in- look forward to talking soon.

http://www.stevebendt.com/?p=164

By: jeremiah_owyang

jeremiah_owyang — Fri, 10 Apr 2009 22:03:57 +0000

Thanks for the comments.

By: Best Buy, GE & EMC: Using Social Media to change their internal cultures « MarketCulture Blog

Fri, 10 Apr 2009 21:08:02 +0000

[...] 10, 2009 · No Comments I just read a great post by Jeremiah Owyang that included this video on how best buy are using social media in a variety of ways to positively [...]

By: John Walker

John Walker — Fri, 10 Apr 2009 20:27:26 +0000

This is a great example of taking social media in house and using it to explode the power of employees. What Best Buy is doing is empowering its employees to take ownership in what goes on in the company.

All companies can learn from Best Buy’s example.
Retailer in particular should take note!

By: Chris Brown

Chris Brown — Fri, 10 Apr 2009 20:08:53 +0000

Thanks for sharing this Jeremiah. As a professional working in Marketing and Culture Change this topic is very close to my heart.
It is great to see a large business like Best Buy taking advantage of the tools in a way that increases the focus on customers and innovation around the services and products that Best Buy can offer. Ultimately this will enhance customer loyalty and satisfaction which will help Best Buy grow profitably and beat its competitors… I wonder what walmart are doing? I am inspired to post on this topic as well and look forward to your deep dive…. maybe something to explore in an SVAMA panel.

By: signsden

signsden — Fri, 10 Apr 2009 20:03:15 +0000

how can i apply that to my co. – signsden…??

i think the concept is invaluable.

thanks jeremiah!

By: Pete (PJBFCP)

Pete (PJBFCP) — Fri, 10 Apr 2009 15:12:08 +0000

I look forward to your deep dive Jeremiah. Best Buy is doing some great stuff with social technology and bringing some positive attention to the Minneapolis area. I think it comes naturally for people in our community to bring “Minnesota Nice” online.

By: Laurent Jacobs

Laurent Jacobs — Fri, 10 Apr 2009 14:02:56 +0000

A good example of a company that listens his employees to improve his customers experience.

Moreover, she creates a feeling of interest to her employees. Thus, they decrease the level of giving up and self-indulgence.