Harish Kotadia, Ph.D.

Should CEOs Tweet? Best Buy CEO @BBYCEO shows the way

Posted by Harish Kotadia, Ph.D. on December 20, 2010
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During an early morning flight last Monday, I was thumbing through some newspapers and magazines when an article on the last page of Businessweek (Dec. 6-12, 2010 issue) caught my attention. The article was by Best Buy CEO Brian Dunn on getting into social media to learn about customers and employees.

In this article, Brian makes few excellent points about why and how CEOs should engage customers and employees on social media channels such as Twitter.

Some of the points worth emulating by other CEOs and senior executives are:

  • It helps to be enthusiastic about engaging Customers and Employees on Social Media channels
  • Listen and Learn first, Engage selectively
  • Don’t try to fix problems directly, rather point customers and employees to right resources
  • Self post on Twitter and Facebook accounts rather than asking others to do it for you
  • Lead by example, be responsible for what you say online – the only guidelines to follow is to act within values
  • Get used to messiness of Social Media
  • Engage, don’t try to control what’s being mentioned on Social Media channels
  • Have a large monitor in office to display all Twitter/Facebook activity where the company/brands are mentioned, Listen to what is being said and Learn

    • (see this link for complete article on Businessweek website)

    Hope other CEOs and senior executives will emulate Brian Dunn and start Listening, Learning and Engaging customers and employees on Social Media channels.


    Republished with author's permission from original post by Harish Kotadia, Ph.D..

    Harish Kotadia, Ph.D.

    Dr. Harish Kotadia has more than twelve years’ work experience as a hands-on CRM Program/Project Manager implementing CRM and Analytics solutions for Fortune 500 clients in the US. He also has about five years’ work experience as a Research Executive in Marketing Research and Consulting industry working for leading MR organizations. Dr. Harish currently lives in Dallas, Texas, USA and works as Social CRM/CRM and Analytics Consulting Lead for Infosys Technologies.
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