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”.