Brian Dunn, CEO of Best Buy leverages social media (Twitter, Facebook) to interact with employees, customers, and follow industry trends. Social media is a strategic, core strategy to the company. The more people are involved with social media, the greater the need for connectivity to their mobile devices and personal computers. This creates a higher demand for Best Buy’s products and services.
Best Buy has created Twelpforce: a Twitter site where customers can post technical issues. Best Buy employees or consumers can respond with potential solutions. This helps to boost employee engagement and increase customer service without any cost to Best Buy. Even though Dunn has had a few less than stellar experiences such as being hacked and an employee posting negative YouTube videos, he remains a believer and a fan. To read the full article, Click Here:
Dunn, Brian. “How I Did It.” Harvard Business Journal December 2010: 43-48
