Gina Debogovich Social Media Strategist Enterprise Customer Care, Best Buy
Multinational Retailer with a Family of Brands} Best Buy is a mul$na$onal retailer of technology and entertainment products and services with a commitment to growth and innova?on. ◦ Opera?ons in: US, Canada, Europe, China & Mexico } The Best Buy family of brands and partnerships collec?vely generates more than $50 billion in annual revenue. } Includes brands such as Best Buy; Audiovisions; The Carphone Warehouse; Future Shop; Geek Squad, Jiangsu Five Star; Magnolia Audio Video; Napster; Paciﬁc Sales; and The Phone House. } Approximately 180,000 employees apply their talents to help bring the beneﬁts of these brands to life for customers through retail loca?ons, mul?ple call centers and Web sites, in-‐home solu?ons, product delivery and ac?vi?es in our communi?es.
Unleashing the Power of Our People} Bedrock of Best Buy’s social media engagements rests on the company’s culture which resides ﬁrmly on Best Buy’s values and core philosophies Values Customer and Empowers Employees Drives Experience Philosophies
Staffed employees Non-staffed employees} 13 Community Connectors } All Best Buy employees} 6 million customers empowered to participate in ◦ Comparison to tradi?onal contacts social media } 3,000+ participating
Crea%ng meaningful communica%on in a virtual world by bringing the power of our Blueshirts and Geek Squad Agents online in service of our customers.
People. Technology. And the Pursuit of Happiness. Increasing Loyalty Spending Insights Decreasing Support Costs Social Media Engagements • Forums • Blogs • Twitter • Video • Live Chat
Ask & Answer FixYaReward Twitter Zone TwelpforceBest Buy Facebook Insignia YouTube Rocketfish Get Satisfaction Best Buy Ideax
Creating Meaningful Communication in a Virtual World…
What You Should Do What You Should Not DoDisclose your Affiliation: If you talk about work related matters that The numbers: Non-public financial or operational information. Thisare within your area of job responsibility you must disclose your includes strategies, forecasts and most anything with a dollar-figureaffiliation with Best Buy. attached to it. If it’s not already public information, it’s not your job toState That Its your Opinion: When commenting on the business. make it so.Unless authorized to speak on behalf of Best Buy, you must state that Promotions: Internal communication regarding drive times,the views expressed are your own. Hourly employees should not promotional activities or inventory allocations. Including: advance ads,speak on behalf of Best Buy when they are off the clock. drive time playbooks, holiday strategies and Retail Insider editions.Protect Yourself: Be careful about what personal information you Personal information: Never share personal information regardingshare online. other employees or customers. See the Customer Information PoliciesAct responsibly and Ethically: When participating in online for more information.communities, do not misrepresent yourself. If you are not a vice Legal information: Anything to do with a legal issue, legal case, orpresident, dont say you are. attorneys.Honor Our Differences: Live the values. Best Buy will not tolerate Anything that belongs to someone else: Let them post their owndiscrimination (including age, sex, race, color, creed, religion, stuff; you stick to posting your own creations. This includes illegalethnicity, sexual orientation, gender identity, national origin, music sharing, copyrighted publications, and all logos or other imagescitizenship, disability, or marital status or any other legally recognized that are trademarked by Best Buy.protected basis under federal, state, or local laws, regulations or Confidential information: Do not publish, post, or releaseordinances). information that is considered confidential or top secret.Offers and Contests: Follow the normal legal review process. If you Basically, if you find yourself wondering if you can talk aboutare in the store, offers must be approved through the retail marketing something you learned at work — don’t. Follow Best Buy’s policiestoolkit. and live the company’s values and philosophies. They’re there for a reason. http://bbyurl.us/SMP http://www.bestbuysocialmediapolicy.com