29 November 2009 - 11:25Watching The Twitter
My father-in-law (an endearing 83 year-old chainsaw using corporate titan) made that comment driving his family home from a nice dinner out in Wayzata, Minnesota the day after Thanksgiving. We were talking gadgets, gear, and Best Buy. I forget all that proceeded his casual â…while I was watching the Twitterâ comment — he might as well have said “while I was watching McNeal-Lehrer”. We, the very web-connected 40-something children, were stunned to silence as that generational milepost just sailed by. Thank you, Brad Smith.
Mr. Smith is the director of interactive marketing and emerging media for Best Buy (a company based in Minneapolis). An article in the New York Times yesterday describes Best Buyâs Twelpforce â âa Twitter-inspired play on âhelp forceâ â of some 2,500 employees that answer consumersâ questions in real time. âItâs 24-hour access to our employees.â The Twelpforce had fielded about 25,000 questions even before gearing up for Thanksgiving weekend.â
My father-in-law: a very smart guy, loves cool gear, but is no geek. Yet while heâs off watching the twitter feed on BestBuy.com, many of the rest of us who are generations closer (or at least his passengers that night) can still wonder at the appeal of people tweeting and reading 140 characters of someoneâs minutiae. What Brad Smith, Best Buy, my father-In-law, and thousands of customers like him understand is that one manâs minutiae is another’s needle in a haystack, the missing link about how something works, or a source of real savings â all in 140 character bursts.
140 characters. No room for hype: just the facts (or the deals). From the people who branded and brought us Geek Squad, Best Buy nails it again â quick efficient customer support in the form of Twelpforce. No doubt itâs handy for efficient Customer Support, but Twelpforce has the makings of an important new dimension in channel marketing. In addition to customer support, I can see also see Twelpforce suggesting a web page for new product information or insider-savings. Smart.
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