The Problem with TwelpForce, @Best Buy and Twelping

I like to watch how other companies, such as Best Buy, use social media to get their messages across. It helps me do my job as the Director of Social Media. I get ideas from them, inspiration and even if the ideas are of what NOT to do, it helps me not make the same mistakes.

Being that I don’t just talk the talk, but walk the walk of full social media interactions, this often crosses over into my personal life. I am not very good at leaving my job at the office. This also, teaches me what NOT to do at times. Best Buy, despite a major TV advertising campaign pushing for customers to ask them questions on Twitter:

Best Buy Blunders on Twitter with Major Social Media Error

They say they have embraced Social Media and they are trying.  I see that. I only say this professionally, as a message to Best Buy on how they should improve their social media outreach on Twitter.  I have experienced this personally, as a loyal, yet unhappy BestBuy customer.  From July 30^th until September 27^th,  I was feeling very unhappy with Best Buy.

Like many Twitter users, I tweeted about Best Buy:

Please note that the Tweets are sent directly to @BestBuy because I want their attention, so I am going to do more than just type them out, I am going to ensure that they see me.  I don’t recall actually seeing the TwelpForce ads at that time, so I was not looking for TwelpForce, plus TwelpForce is NOT the Brand Name, yet, it is still BestBuy.

My initial Tweets went out on 7/30 at 7:30ish pm EST. Since I didn’t get a direct and immediate result like I wanted  … you know a “hi @FauxClaud; what can we do to help you?”, I kept checking and by the AM, I was feeling really disappointed in the lack of personal response. (more…)