Within a company, a necessary component of marketing strategy involves customer engagement. This creates report between the company and its customers, and it allows the company to learn the needs and wants of the customers. The invent of social media has created a whole new way for customers to achieve this engagement. Some companies are finding new and innovative ways to use social media to engage with customers.
The Home Depot has built an entire brand around “Do-It-Yourself”. They have always focused on customer service. They have offered project workshops and a knowledgeable staff to assist customers in all of their home repair needs. While this traditional strategy of customer engagement has made Home Depot a successful company, they are fully aware of the changing times (and technology).
The Home Depot has utilized Twitter in order to help their customers around the clock. They understand that customers will have questions and concerns about products/safety in relation to their home improvement projects. To better serve these customers, The Home Depot has set up a Twitter account that answers customer’s concerns 24 hours a day. There is always an official representative on hand to answer any question relating to a product, service, home improvement project, or safety issue. This is an added comfort to customers who can feel assured that Home Depot is always there to assist them. Using the most common questions from Twitter, Home Depot also has a YouTube account to post instructional videos related a wide variety of home improvement projects.
This type of service is certainly not required, but it increases customer satisfaction by engaging with customers and “going the extra mile”.
Very creative title and very well written post. I’ve always been impressed with the in-store workshops and knowledgeable staff at Home Depot. It’s good to see that they are also knowledgeable and friendly online.
Thanks! I can remember going to The Home Depot as a kid for their “Kid’s Workshop”. I made a birdhouse. The most awesome birdhouse in the history of birdhouses. But, back on topic, they are one of those companies that you don’t think of immediately when you think “Engaging Your Tribe”, but they are, in fact, a perfect example.
Love the video. It’s a little tough to be interesting when it comes to home improvement, but they do it well without going crazy and staying true to their purpose. I love that they follow the twitter 24 hours a day. They should. They are an international corporation. AT&T however, “signs off” everyday at like 6 and sends out a tweet that they will be back tomorrow at 7. What’s the point of having a twitter when you treat it like e-mail with the accessibility of office hours only?
I don’t think that is very surprising. The Home Depot cares about customer service. AT&T, I think we can all agree, does not. They know that people will use AT&T regardless of the value of their customer service, so I guess it works for them.
Wow, i might be able to build my own house watching home depot you tube videos… nice post
I was thinking the same thing! I’m not sure I could build my own house, but they definitely have some simple projects that don’t require special skills. And, of course, they are always there to help in any way they can.