Gina Debogovich, Director and Social Media Leader at BestBuy, Social Media for Customer Service summit

1. Gina
Debogovich
Social
Media
Strategist
Enterprise
Customer
Care,
Best
Buy

2. 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.

3. 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

4. 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

5. 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.

6. People. Technology. And the Pursuit of Happiness.
Increasing
Loyalty
Spending
Insights
Decreasing
Support
Costs
Social Media
Engagements
• Forums
• Blogs
• Twitter
• Video
• Live Chat

7. Ask &
Answer FixYa
Reward
Twitter
Zone
Twelpforce
Best Buy Facebook
Insignia YouTube
Rocketfish
Get
Satisfaction
Best Buy
Ideax

8. Creating Meaningful Communication in a Virtual World…

10. What You Should Do What You Should Not Do
Disclose your Affiliation: If you talk about work related matters that The numbers: Non-public financial or operational information. This
are within your area of job responsibility you must disclose your includes strategies, forecasts and most anything with a dollar-figure
affiliation with Best Buy. attached to it. If it’s not already public information, it’s not your job to
State That It's 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 regarding
share online. other employees or customers. See the Customer Information Policies
Act 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, or
president, don't 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 own
discrimination (including age, sex, race, color, creed, religion, stuff; you stick to posting your own creations. This includes illegal
ethnicity, sexual orientation, gender identity, national origin, music sharing, copyrighted publications, and all logos or other images
citizenship, 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 release
ordinances). 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 about
are in the store, offers must be approved through the retail marketing something you learned at work — don’t. Follow Best Buy’s policies
toolkit. and live the company’s values and philosophies. They’re there for a
reason.
http://bbyurl.us/SMP
http://www.bestbuysocialmediapolicy.com

11. Contact
Info:
Gina
Debogovich
TwiQer:
ginadebogovich
Email:
gina.debogovich@bestbuy.com
LinkedIn:
linkedin.com/in/ginadebogovich