Comments on: My Fascination With Social Technology http://barryjudge.com/my-fascination-with-social-technology Updates from the CMO of Best Buy Mon, 21 Mar 2011 14:33:48 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: samjohn http://barryjudge.com/my-fascination-with-social-technology/comment-page-1#comment-2001 samjohn Tue, 04 Aug 2009 10:59:43 +0000 http://barryjudge.com/?p=14#comment-2001 I am surprised that noone has mentioned the possible application of social technologies to scientific research projects to enhance collaboration between distance teams. Frequently updated pools of information and discussion between 'competing' teams could mean hugely increased progress in research projects. Most probably only independent researchers would make use of such a thing, but they would be the ones who would need it most. I am surprised that noone has mentioned the possible application of social technologies to scientific research projects to enhance collaboration between distance teams.

Frequently updated pools of information and discussion between ‘competing’ teams could mean hugely increased progress in research projects. Most probably only independent researchers would make use of such a thing, but they would be the ones who would need it most.

]]> By: Jim Sofranko http://barryjudge.com/my-fascination-with-social-technology/comment-page-1#comment-735 Jim Sofranko Fri, 27 Feb 2009 03:27:45 +0000 http://barryjudge.com/?p=14#comment-735 I find it refreshing that you are so open and honest with your thoughts and ideas. Your secondary market idea, via your latest blog entry, is brilliant especially as the "green Movement" continues to gain momentum. I would like to introduce you to a branded entertainment meets social media experiment called Layer Tennis. If you have some time tomorrow or any of the next 14 Fridays between 2-5 PM CST you can see the concept live at www.layertennis.com. Last week at one point we were the number one trending Twitter topic during the match #lyt. Adobe is the exclusive sponsor of Layer Tennis but we are starting to think about developing other online branded entertainment concepts and are starting to talk to some brands who are willing to take some risks. We also run the "Un-Network" ad network www.decknetwork.net. Check the concept out and let me know what you think. Cheers, Jim Sofranko I find it refreshing that you are so open and honest with your thoughts and ideas. Your secondary market idea, via your latest blog entry, is brilliant especially as the “green Movement” continues to gain momentum.

I would like to introduce you to a branded entertainment meets social media experiment called Layer Tennis. If you have some time tomorrow or any of the next 14 Fridays between 2-5 PM CST you can see the concept live at http://www.layertennis.com. Last week at one point we were the number one trending Twitter topic during the match #lyt. Adobe is the exclusive sponsor of Layer Tennis but we are starting to think about developing other online branded entertainment concepts and are starting to talk to some brands who are willing to take some risks.

We also run the “Un-Network” ad network http://www.decknetwork.net. Check the concept out and let me know what you think.

Cheers,
Jim Sofranko

]]> By: Ray Ortega http://barryjudge.com/my-fascination-with-social-technology/comment-page-1#comment-691 Ray Ortega Sat, 24 Jan 2009 18:40:54 +0000 http://barryjudge.com/?p=14#comment-691 Hello Barry: Good writing and excellent marketing pronciples that you are covering. We straongly believe that each Corporation should always market it Brand. Event in the worst economy those Corporations that has built their Brands and continue to keep with the people, are the ones that will always succeed. We dedicate ourselves to provide marketing opportunities to Retail and Service Companies in the best possible way and best marketing tool whihc is major events where your Barnd and products are in front of the consumer. We invite you to see our events and support them becasie they all mean great value to your Company. Hello Barry: Good writing and excellent marketing pronciples that you are covering. We straongly believe that each Corporation should always market it Brand. Event in the worst economy those Corporations that has built their Brands and continue to keep with the people, are the ones that will always succeed. We dedicate ourselves to provide marketing opportunities to Retail and Service Companies in the best possible way and best marketing tool whihc is major events where your Barnd and products are in front of the consumer. We invite you to see our events and support them becasie they all mean great value to your Company.

]]> By: Andrew http://barryjudge.com/my-fascination-with-social-technology/comment-page-1#comment-630 Andrew Wed, 10 Dec 2008 00:45:00 +0000 http://barryjudge.com/?p=14#comment-630 Barry: I see what you mean about collaboration online to bring minds together. Traditional means of contact often face an uphill struggle. For example, in previous years we made real efforts to contact Best Buy about 1 800 HOME THEATER. We never got through to any decision maker. While Magnolia is the brand, Home Theater is the category. The number is the logical fit for Best Buy's installation program-- with new cash available whether or not the product was purchased from Best Buy. Even with cool marketing of Geek Squad, that program lends itself to geeky computers, not Home Theater systems. I bet that might be heresy at Best Buy, but here I am comfortable to make the distinction. Are you? This kind of collaborative discussion forum is a welcome change indeed. -Andrew T. Barry:

I see what you mean about collaboration online to bring minds together. Traditional means of contact often face an uphill struggle.

For example, in previous years we made real efforts to contact Best Buy about 1 800 HOME THEATER. We never got through to any decision maker.

While Magnolia is the brand, Home Theater is the category. The number is the logical fit for Best Buy’s installation program– with new cash available whether or not the product was purchased from Best Buy.

Even with cool marketing of Geek Squad, that program lends itself to geeky computers, not Home Theater systems. I bet that might be heresy at Best Buy, but here I am comfortable to make the distinction. Are you?

This kind of collaborative discussion forum is a welcome change indeed.

-Andrew T.

]]> By: Zuleika http://barryjudge.com/my-fascination-with-social-technology/comment-page-1#comment-327 Zuleika Wed, 29 Oct 2008 00:40:11 +0000 http://barryjudge.com/?p=14#comment-327 Thanks for writing this. Thanks for writing this.

]]> By: Filiberto Selvas http://barryjudge.com/my-fascination-with-social-technology/comment-page-1#comment-300 Filiberto Selvas Sun, 26 Oct 2008 02:33:07 +0000 http://barryjudge.com/?p=14#comment-300 First of all full disclosure: I work for a company that services yours; joined them about 40 days ago. However the opinions I expressed in this comment are personal. Second: kudos for your approach; I do think it takes a lot of self assurance to put yourself out there the way you are doing; particularly for someone in an important position like you, the good news is you are being rewarded with true engagement of those inside and outside your company. As you can see in this old post your approach resonates with me: http://selvascano.spaces.live.com/blog/cns!D7439E6DC600CAE9!1493.entry I found this blog post, and particularly the conversation that followed through the comments, fascinating; allow me to highlight a few of my favorite snippets: By Chuck Densinger: http://barryjudge.com/my-fascination-with-social-technology/#comment-169 “...erosion of barriers....Twitter seems to take us right to the quantum level... float through the “barrier” almost without noticing it…” “’Great Brands’..experience or provide a badge the customer loves…..” By you (October 11th, 2008 at 7:35 am) : http://barryjudge.com/my-fascination-with-social-technology/#comment-181 “…the NASCAR event itself creates a great venue for customers and employees to interact, build relationships..” “For us, a retail organization with high awareness, it only makes sense if we can create venues for our customers and employees to interact..” Let me add snippets of the comment Matt Johnston made to your “Using Open Principles Test” post: http://barryjudge.com/best-buy-brand-swot-analysis-using-open-principles-test/#comment-232 “….BBY can facilitate ad-hoc communities around games, music, digital lifestyle, self serving customer support.….” Trying to connect it all together (clearly with my bias): as you pointed out there is a great opportunity to create venues for your employees and customers to interact; just like Nascar it is key to do that around “passions”; for car racing, digital photography, digital entertainment, etc. The good news is that your employees already map to these passions, and already are working as the “quantum level particles” that are entitled to mix and merge with your customers.. the question is: what can you do to focus and amplify those efforts? What should be done to applaud and bring forward those blue shirts efforts? Organically developed efforts are great; but organically plus systematically supported can go farther. Filiberto Selvas First of all full disclosure: I work for a company that services yours; joined them about 40 days ago. However the opinions I expressed in this comment are personal.

Second: kudos for your approach; I do think it takes a lot of self assurance to put yourself out there the way you are doing; particularly for someone in an important position like you, the good news is you are being rewarded with true engagement of those inside and outside your company. As you can see in this old post your approach resonates with me: http://selvascano.spaces.live.com/blog/cns!D7439E6DC600CAE9!1493.entry

I found this blog post, and particularly the conversation that followed through the comments, fascinating; allow me to highlight a few of my favorite snippets:

By Chuck Densinger: http://barryjudge.com/my-fascination-with-social-technology/#comment-169

“…erosion of barriers….Twitter seems to take us right to the quantum level… float through the “barrier” almost without noticing it…”
“’Great Brands’..experience or provide a badge the customer loves…..”

By you (October 11th, 2008 at 7:35 am) : http://barryjudge.com/my-fascination-with-social-technology/#comment-181
“…the NASCAR event itself creates a great venue for customers and employees to interact, build relationships..”
“For us, a retail organization with high awareness, it only makes sense if we can create venues for our customers and employees to interact..”

Let me add snippets of the comment Matt Johnston made to your “Using Open Principles Test” post: http://barryjudge.com/best-buy-brand-swot-analysis-using-open-principles-test/#comment-232
“….BBY can facilitate ad-hoc communities around games, music, digital lifestyle, self serving customer support.….”

Trying to connect it all together (clearly with my bias): as you pointed out there is a great opportunity to create venues for your employees and customers to interact; just like Nascar it is key to do that around “passions”; for car racing, digital photography, digital entertainment, etc. The good news is that your employees already map to these passions, and already are working as the “quantum level particles” that are entitled to mix and merge with your customers.. the question is: what can you do to focus and amplify those efforts? What should be done to applaud and bring forward those blue shirts efforts? Organically developed efforts are great; but organically plus systematically supported can go farther.

Filiberto Selvas

]]> By: Michele http://barryjudge.com/my-fascination-with-social-technology/comment-page-1#comment-258 Michele Fri, 17 Oct 2008 21:58:10 +0000 http://barryjudge.com/?p=14#comment-258 Barry, you are spot on with your comments and i share your fascinating with social technology; thank you for your inspiration, leadership, and "virtual" presence. My point of view is that Best Buy has reached a tipping point. Over the past 11 years, i can't think of a better time to be working for Best Buy! Here’s what I mean: In 2003, Brad Anderson mentioned our customer centric strategic imperative would take 10 years; so the way i see it, the best is yet to come! :) I view the web as a platform for customer engagement and that's what drew me to join the Bestbuy.com team in 2007. At this stage in the journey to Open, our collective leadership challenge is to flip old "paradigms" still in play. Brad Anderson mentions that leaders have to have the “Curiosity to do the right kind of listening” in http://tinyurl.com/69555n ; this is exactly the type of listening you are doing Barry and it’s awesome! To take this from internal to external, Clay Shirky provides a pointer for Best Buy Co., in the following clip: http://tinyurl.com/6gjv76 Key concepts I’d like to explore: 1. Virtual “Presence” is a new way to Listen and participate: It’s not that BBY hasn’t listened in the past; at our scale, social technology makes it much easier to do so. My personal experience is similar to yours in that the most amazing employees i found were reachable via Facebook and the informal "un-conferences" held below the radar; yet, amazingly these same brilliant employees' voices were lost upon the leadership teams in the obligatory weekly meeting rhythms set up by title/function--you know the gig. I find that, Twitter, Facebook, Spy, YouTube, & other online communities exude energy, capture diverse points of view, and sharpen my thinking; slowly we’re seeing more leaders start to listen and learn. Your presence is helping move the groundswell forward- thank you for that! For those leaders afraid or uncertain about the technology, just start listening----it's not about the tool. Social technology and cool apps just make it easier of all leaders to participate. E.g. Ben created SPY to show the power of listening. http://spy.appspot.com/ By the way…worth calling out…many BBY employees were highlighted in the opening video, “Company as Wiki” http://tinyurl.com/3gkry2 a collection of employees driving change within the company....The cool part of the story is that many of the videos were compiled via handy cam in the call center or with the help of Chris Stark from I Am Best Buy because we the had no forming funding to capture groundswell of voices wanting to be heard at BBY April 2008. Chris Stark from “I Am Best Buy” was on to this POV in 2003 but we weren’t quite listening as a company---amazingly, the employee groundswell began in the field back in 2003. http://www.iambestbuy.com/ 2. Crowd sourcing- “harnessing the collective intelligence” of many- (See Tim O’Reilly’s Definition of Web 2.0) http://tinyurl.com/743r5 is a fundamental principle of web 2.0 and one i believe fits nicely with Best Buy's culture. Our most strategic asset is our 150,000 tech savvy employees (65% between ages of 16-25). The fact that we allow these same employees to participate in creating the future growth of the company is unique. A cool e.g.. Robert Stephen’s application of “crowd sourcing” model to find employee developers and external developers-simply game changing as you know from Support-o-pedia and Remix. Action Figures (Developers) + BBY REMIX (Open API) = ? Customer Delight! 3. Web as a platform versus an e-commerce site: Customers are stretching our brand into new spaces beyond existing channels. Most companies are set up to serve customers via existing channels. I don't think we need to replicate another traditional ecommerce site to do so. A mash up of community, video, e-commerce seems to be the way to serve customers' end to end social technology needs. Robert Scoble mentioned check out http://winelibrary.com/ as an example. The owner took 1 year off from his business to learn how social technology would engage more customers. The brand implication here is that Best Buy is expected to deliver a seamless experience wherever customers have access via the web: Mobile web has become a customer expectation. Online forums….also a customer expectation. How will we flip the organizational paradigm to accelerate these experiences? Bottom line: “Open” is an awesome opportunity for Best Buy today. Thanks for listening! :) Barry, you are spot on with your comments and i share your fascinating with social technology; thank you for your inspiration, leadership, and “virtual” presence. My point of view is that Best Buy has reached a tipping point. Over the past 11 years, i can’t think of a better time to be working for Best Buy! Here’s what I mean: In 2003, Brad Anderson mentioned our customer centric strategic imperative would take 10 years; so the way i see it, the best is yet to come! :) I view the web as a platform for customer engagement and that’s what drew me to join the Bestbuy.com team in 2007. At this stage in the journey to Open, our collective leadership challenge is to flip old “paradigms” still in play. Brad Anderson mentions that leaders have to have the “Curiosity to do the right kind of listening” in http://tinyurl.com/69555n ; this is exactly the type of listening you are doing Barry and it’s awesome! To take this from internal to external, Clay Shirky provides a pointer for Best Buy Co., in the following clip: http://tinyurl.com/6gjv76

Key concepts I’d like to explore:
1. Virtual “Presence” is a new way to Listen and participate: It’s not that BBY hasn’t listened in the past; at our scale, social technology makes it much easier to do so. My personal experience is similar to yours in that the most amazing employees i found were reachable via Facebook and the informal “un-conferences” held below the radar; yet, amazingly these same brilliant employees’ voices were lost upon the leadership teams in the obligatory weekly meeting rhythms set up by title/function–you know the gig. I find that, Twitter, Facebook, Spy, YouTube, & other online communities exude energy, capture diverse points of view, and sharpen my thinking; slowly we’re seeing more leaders start to listen and learn. Your presence is helping move the groundswell forward- thank you for that! For those leaders afraid or uncertain about the technology, just start listening—-it’s not about the tool. Social technology and cool apps just make it easier of all leaders to participate. E.g. Ben created SPY to show the power of listening. http://spy.appspot.com/ By the way…worth calling out…many BBY employees were highlighted in the opening video, “Company as Wiki” http://tinyurl.com/3gkry2 a collection of employees driving change within the company….The cool part of the story is that many of the videos were compiled via handy cam in the call center or with the help of Chris Stark from I Am Best Buy because we the had no forming funding to capture groundswell of voices wanting to be heard at BBY April 2008. Chris Stark from “I Am Best Buy” was on to this POV in 2003 but we weren’t quite listening as a company—amazingly, the employee groundswell began in the field back in 2003. http://www.iambestbuy.com/

2. Crowd sourcing- “harnessing the collective intelligence” of many- (See Tim O’Reilly’s Definition of Web 2.0) http://tinyurl.com/743r5 is a fundamental principle of web 2.0 and one i believe fits nicely with Best Buy’s culture. Our most strategic asset is our 150,000 tech savvy employees (65% between ages of 16-25). The fact that we allow these same employees to participate in creating the future growth of the company is unique. A cool e.g.. Robert Stephen’s application of “crowd sourcing” model to find employee developers and external developers-simply game changing as you know from Support-o-pedia and Remix.

Action Figures (Developers) + BBY REMIX (Open API) = ? Customer Delight!

3. Web as a platform versus an e-commerce site: Customers are stretching our brand into new spaces beyond existing channels. Most companies are set up to serve customers via existing channels. I don’t think we need to replicate another traditional ecommerce site to do so. A mash up of community, video, e-commerce seems to be the way to serve customers’ end to end social technology needs. Robert Scoble mentioned check out http://winelibrary.com/ as an example. The owner took 1 year off from his business to learn how social technology would engage more customers. The brand implication here is that Best Buy is expected to deliver a seamless experience wherever customers have access via the web: Mobile web has become a customer expectation. Online forums….also a customer expectation. How will we flip the organizational paradigm to accelerate these experiences? Bottom line: “Open” is an awesome opportunity for Best Buy today. Thanks for listening! :)

]]> By: gary http://barryjudge.com/my-fascination-with-social-technology/comment-page-1#comment-217 gary Tue, 14 Oct 2008 02:58:33 +0000 http://barryjudge.com/?p=14#comment-217 I think you're right that this is going to change the marketing profession and I think the learning we each get out of it for ourselves and the brands we love or represent is critical. Right now there seems to be a lot of fear, uncertainty and doubt - understandable. I would hate to see that fear slow down the inevitable learning required to participate in this space. It's just about trying. http://garykoelling.com/?q=node/431 I think you’re right that this is going to change the marketing profession and I think the learning we each get out of it for ourselves and the brands we love or represent is critical. Right now there seems to be a lot of fear, uncertainty and doubt – understandable. I would hate to see that fear slow down the inevitable learning required to participate in this space. It’s just about trying.

http://garykoelling.com/?q=node/431

]]> By: Janet Aubry http://barryjudge.com/my-fascination-with-social-technology/comment-page-1#comment-211 Janet Aubry Mon, 13 Oct 2008 23:49:38 +0000 http://barryjudge.com/?p=14#comment-211 Barry, thanks for your thoughtful response to my question. I think I'm ok with reading the tea leaves thing. What you said confirmed some things I was thinking and dispelled other notions. Bottom line, I already have a mental list of what is necessary to get the dots to connect. Also appreciate receiving a name of someone at Best Buy who can give additional insight. Will be staying to on your blog because after 8 months of researching businesses largely in the U.S. I am drawn to the different issues and strategies. The social technology allows all of us the chance to particpate in sharing information in a way never before possible. I have used LinkedIn several times to ask for someone to give me the name of a person who might be able to give me information from inside a company that I couldn't otherwise get to. It all works, it's good for business, and we meet people with ideas, thoughts and information. Once someone said to me that I am an information junkie and I think that is true. I didn't read the book Knowledge is Power but I agree with the title. On another subject I gather you are interested in, I know a really great little restaurant on Anna Maria Island where I live. It's a short drive from your Bradenton and Sarasota stores. If you ever travel in this direction, give me a heads up and I'll take you there. Barry, thanks for your thoughtful response to my question. I think I’m ok with reading the tea leaves thing. What you said confirmed some things I was thinking and dispelled other notions. Bottom line, I already have a mental list of what is necessary to get the dots to connect. Also appreciate receiving a name of someone at Best Buy who can give additional insight. Will be staying to on your blog because after 8 months of researching businesses largely in the U.S. I am drawn to the different issues and strategies. The social technology allows all of us the chance to particpate in sharing information in a way never before possible. I have used LinkedIn several times to ask for someone to give me the name of a person who might be able to give me information from inside a company that I couldn’t otherwise get to. It all works, it’s good for business, and we meet people with ideas, thoughts and information. Once someone said to me that I am an information junkie and I think that is true. I didn’t read the book Knowledge is Power but I agree with the title. On another subject I gather you are interested in, I know a really great little restaurant on Anna Maria Island where I live. It’s a short drive from your Bradenton and Sarasota stores. If you ever travel in this direction, give me a heads up and I’ll take you there.

]]> By: barryjudge http://barryjudge.com/my-fascination-with-social-technology/comment-page-1#comment-203 barryjudge Mon, 13 Oct 2008 01:33:29 +0000 http://barryjudge.com/?p=14#comment-203 As you point out, we will always have work to do in order to make our experience better for customers. Part of that journey, I believe, is to make it increasingly easy for people to give us feedback. The more feedback we get will increase the probability that we get it right more often. We can't be perfect but I know we can be better everyday. Forums like the one you have linked to are a great way for people to tell us what they think in a very public way. Given what I know we are working on in the company, I expect us to be able to systemically resolve an increasing number of those complaints. I appreciate your time in highlighting where we can be getting better. As you point out, we will always have work to do in order to make our experience better for customers. Part of that journey, I believe, is to make it increasingly easy for people to give us feedback. The more feedback we get will increase the probability that we get it right more often. We can’t be perfect but I know we can be better everyday.

Forums like the one you have linked to are a great way for people to tell us what they think in a very public way. Given what I know we are working on in the company, I expect us to be able to systemically resolve an increasing number of those complaints.

I appreciate your time in highlighting where we can be getting better.

]]>