BBYFeed – What is it?

“What is it”, you ask? Good question, but the better question might be, “What can it be?” Launched in March of 2010, www.bbyfeed.com is the first step in building something that in the near future, will connect employees to three things:

  1. to each other

    View Twelpforce in a larger map
  2. to customers (where they need us, and when they need us)
  3. to knowledge (created by employees, and customers alike)

It’s pretty Jetson-ish stuff, but basically, Feed is going to be a tool used to enable our human search engine. It’s an engagement platform that will be linked to other places customers are asking us to interact and allow us to share with customers our vast knowledge of the stuff we sell, connect, service, and support. Twelpforce was a good start, and Feed takes it further. With Feed, we’re giving you the ability to use Feed to make it easier for you to be where the customer is asking us to be, and collecting the information we’re sharing in a database that is accessible by you, and our customers alike. Feed is where our voices come together and where customers can come for honest and accurate answers from people they trust.

Some of the things you will notice that BBYFeed does include:

  • Unlimited character responses to customers
  • Better visibility to incoming questions, and conveniently, and unanswered questions tab
  • Threaded conversations allowing for more efficiencies in how you can follow a conversation string
  • Links to “My Favorite” Content

BBYFeed – The Case for Change

Every day, we have thousands of conversations with customers in the stores, on the phone, and digitally, as well as countless conversations with our peers. But all that knowledge “goes away” right after it’s shared since we have no way of capturing it or accessing it.

In the past, there was no “participation” when it came to recording knowledge. Largely, knowledge was observed, recorded and handed down to future generations by someone who’se job it was to “scribe” history. Today, communication technologies have given humans the ability to observe, interact, participate and share in the creation of common stories. Imagine for a second that the Titanic were to have sunk today…with tools like Twitter, YouTube, etc, there might be a wholly different view of the events, vs the cobbled together stories gathered from first hand accounts, or rumors unsubstantiated.

  • Imagine if we could create a way for our employees to not only help customers know all we know, but help our employees know all we know…
  • Imagine if we had a way to invite employees and customers to participate in the creation of these solutions….
  • Imagine an organization so porous and open, that we are able to absorb, and release information at will…
  • Imagine if the employee of the future was a connected facilitator vs a category expert…

The possibilities are endless…