Comments on: Twelpforce – Blurring the lines between Customer Service and Marketing

By: Adrian

Adrian — Sun, 24 Jan 2010 02:14:24 +0000

It seems that Best Buy does not like customers giving each other advice. http://tinyurl.com/y9othom

By: Wide Angle » Mass Media, Welcome to Your New Supporting Role (try not to be jealous)

Mon, 02 Nov 2009 19:19:12 +0000

[...] for the target audience. They’re often mass in nature—TV, out-of-home, print, and so on. Best Buy’s TV ads showcasing Twelpforce are one example of such a secondary [...]

By: We know where you are, but what are you doing? | Inside the Nerdery

We know where you are, but what are you doing? | Inside the Nerdery — Tue, 25 Aug 2009 12:25:29 +0000

[...] measure, some other cool ways Twitter is being integrated (sans location aware) into marketing, communications, and of course, [...]

By: MonaMarimow (Mona Maisami Marimow)

MonaMarimow (Mona Maisami Marimow) — Tue, 25 Aug 2009 00:37:59 +0000

Twitter Comment

RT @BestBuyCMO Wrote new post on the blurring of customer service and marketing. Please read and give comments at [link to post]

- Posted using Chat Catcher

By: Could Healthcare Assemble a Twelpforce? – GeoVoices

Could Healthcare Assemble a Twelpforce? – GeoVoices — Mon, 17 Aug 2009 19:50:31 +0000

[...] Best Buy’s CMO, Barry Judge, writes about Twelpforce in a recent blog post. [...]

By: Gigi Enriquez

Gigi Enriquez — Thu, 13 Aug 2009 14:57:02 +0000

Best Buy has to try something out of the box, because their customer service stinks…I bought a “top of the line” laptop with extra warrenty (of course,) it stopped working three months later…Geek sqad can’t fix it, it has to be sent out for 4-6 six weeks…will NOT replace it, OH but I can purchase another one from best buy they would be happy with that…this is all totally UNexceptable…And yes I was talking to a manager…As my son has already left for college and the university will download all class information onto his expensive laptop ( sorry the laptop will NOT be available for 4-6 weeks, BUT in time for fall break) CRAZY…Even crazier people still shop at best buy…They lost me for GOOD…Hello Apple store…Hello ABT…
Goodbye Best Buy!

By: Steve D

Steve D — Sat, 08 Aug 2009 23:52:53 +0000

I have a feeling this experiment will also create a bunch of “fast followers” in retail, which isn’t a bad thing. Twelpforce empowers employees and BestBuy customers like no way before it.
Keep it coming

By: marcus_b

marcus_b — Thu, 06 Aug 2009 19:22:50 +0000

Barry -

It is an ambitious and as you suggest risk-laden experiment…

It is terrific to see someone actually thinking different and taking risks in this space and it will be fascinating to see if you continue the venture or decide to explore alternatives?

What if:

You could have incoming Tweets replied to in under 2 minutes? The “twelpforce-like” agent could drill-down on a customer’s query through quick and engaging conversation and also send out consistent information and links?

And, it could be ported to SMS applications?

Appealing?

This would also get your “best and brightest” off of Twitter and back on the floor where we need their assistance the most.

Avoiding any self-promotion here, but, it would be great to introduce you to a different solution that has less risk and can be equally engaging if not exceed current levels and expectations.

-m

By: CustomerSense (Benjamin Gundgaard)

CustomerSense (Benjamin Gundgaard) — Wed, 05 Aug 2009 13:34:04 +0000

Twitter Comment

RT: @ColinShaw_CX This is a great Best Buy initiative for engaging your people and improving the Customer Experience #CX [link to post]

- Posted using Chat Catcher

By: CustomerSense (Benjamin Gundgaard)

CustomerSense (Benjamin Gundgaard) — Wed, 05 Aug 2009 13:33:09 +0000

Twitter Comment

RT: ColinShaw_CX This is a great Best Buy initiative for engaging your people and improving the Customer Experience #CX [link to post]

- Posted using Chat Catcher