Rich Clark Marketing

Opinions from Rich Clark one of the UK's leading Marketing Professionals

Social Brands 100 – #sb100


Some time ago I was informed that Best Buy had been nominated to appear in the Social Brands 100 list for our social media efforts in the UK. This was a great honour as the nominations had been sourced from the public.  I personally feel this is a good endorsement for all the hard work myself and the team have put in to make the impact we have had as a new brand.  Special shout has to go to my Social Media Manager, Graeme Cole who is busy on a well earned sabbatical at the moment touring the southern hemisphere. He is back soon.

To find out a couple of weeks ago that we finished fifth was massive for us.  To beat the likes of ASOS and Zappos is a great feeling.  In addition to being the only player in our sector to feature in the Top 100 is a great achievement.

So why have we been placed so highly? For the official answers and scoring criteria see the #sb100 report here.  From a personal perspective I feel we have tried to cover all the basis within social media.

1 On-site

We have created a core community platform that provides forums for customers and/or general visitors to talk about tech or general tech and entertainment related subjects.  In addition we are very transparent with customer service questions and requests for expertise. We rarely moderate and try to do so on a fair basis.

We also have an active blog base which covers, tech, entertainment and updates from Best Buy. I have personally covered the likes of Gadget Show Live and interviewed Suzi Perry and Ortis Deley.  Other great content includes coverage from the Brits and BAFTA ceremonies.

2 Reviews

Reviews come from both the well known aggregator Reevoo but also our own panel of TechXperts. These guys review the latest kit from Energy Monitors to the latest 3D TV.  The platform is also open for members of the public to upload their own video.

3. Social Platforms

We are active on all the major platforms, Facebook, Twitter and YouTube.  On each of the platforms we tailor the activity to suit the audience.  However we often run competitions, upload photos from events and provide updates and offers for our base.  Perhaps most importantly we encourage customers to ask questions and if need be, give us feedback, no matter how difficult it may be.  We always try to respond quickly and as thoroughly as we can.  We also do it from a personal perspective rather than as a company.

4. Social Commerce

In addition, as reported in NMA we also have a Facebook store, which allows our fan base to check prices, look at the latest kit all from Facebook.

This is just the start for Best Buy in the UK.  We have driven this growth organically without any advertising or promotion to speak of.  We also have a couple more ideas up our sleeves that could help customers engage with us further so watch this space.

Would love to hear what you think of what we have done so far and of course any ideas for the future.  Also, do you think we deserved the lofty position?

Just a final point, I would personally like to thank anybody that nominated us and thank the guys Headstream and the panel for their views and feedback.  Now we just need to aim for higher next time!

8 thoughts on “Social Brands 100 – #sb100

  1. Well deserved, Best Buy almost always feature in the Social Best Practice Decks I’ve seen online and at trade shows.

  2. Pingback: 2011 Social Brands 100 and the secret of Best Buy’s success « Rasculous

  3. Pingback: Best Buy Offers Advice On Social Media Strategy | Search & Social

  4. Thanks, it’s usefully for me.

  5. Hi Richard you mention that You are traying to deal also with the hard questions and complains at Your forums at other social networks. How do You cope with that? Isn’t social network the place where every dissatisfied costumer bring his complain? But all other costumers will see it?

    • Nick, good point. The reason we try to respond to people’s queries, questions and complaints is to show we are proactive andwant to resolve issues. This is more then a Social Media or online PR job, but an intrinsic belief that customer is king. It will undoubtedly have a negative effect on some customers, however, it also illustrates that when we do get things wrong we will go the extra mile to resolve.

      I think the most negative thing you can do is remove people’s comments when it isn’t necessary to do so. We have also turned some disatisfied social media visitors into positive voices.

  6. Pingback: Headstream – the social brand agency » Social Brands 100 in Review

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