As companies of all sizes struggle to determine the best way to use social media to enhance their existing customer service initiatives, Home Depot has found its niche by creating an online community for those who love to build, repair, replace and renew. The “How-To Community” (http://community.homedepot.com/) is a forum designed for DIYers of any skill level to discuss home improvement projects. Participants can share tips, ask questions and consult “experts” about anything from painting to gardening to replacing a toilet. The How-To Community also maintains a blog and video library for additional sources of inspiration and dialogue available on YouTube.
Home Depot’s online community is yet another example of how any type of business can establish an excellent rapport between themselves and their customers using social media. Not only does the new How-To Community leverage peer-to-peer communication and support; it does a great job of facilitating interaction with the Home Depot staff. Each “expert” provides advice, information and answers on specific topics, thus creating a new and improved customer service experience spearheaded by social media. Plus, the How-To Community’s interface encourages dialogue amongst the members themselves where fellow DIYers can share their project experiences and advice.
This is customer service at its best, folks. Got a question about how to install a new garbage disposal, sustainable gardening or painting your living room? Tweet about it or go to the Home Depot forum and you'll receive an immediate response. Questions can even be answered by in-store professionals no matter where on the web they're posted.
So, when you’re considering new ways to employ social media, take note of businesses like Home Depot, which have soared past the standard to create a virtual destination that truly encourages participation and interaction amongst customers and employees and makes the daunting task of replacing tiles or painting the garage easy and enjoyable.
DISCLOSURE: KLR Communications is not affilaited in any way to Home Depot. We just like what they're doing with social media. Kudos! The Home Depot is a registered trademark of Homer TLC, Inc.
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