A Home Depot executive discusses the retailer's strategy for engaging consumers via Facebook, Twitter, and blogs, relying on store associates for much of the social interaction.
Social media has become a way for us to improve our customer service—not merely a vehicle for us to talk about it. In 2008 we started on Twitter, but many of the solutions our customers were looking for needed more than 140 characters. In 2009 we launched our Facebook page and a year later started a DIY (do it yourself) community online.
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September 25, 2011
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