Twelpforce: The power of many…
I wrote a post on the Carphone Warehouse blog the other day about Twelpforce: the power of collective help. Twelpforce is an amazing, and I would say revolutionary and evolutionary, approach to how BestBuy engages with customers. It utilises all the collective knowledge within a company and channels it through a single interface – Twelpforce. Imagine not just one person or ten people, but over 1,000 employees ready to answer any query a customer puts to them. This post is about a conversation I had with John Bernier, one of the team that brought the concept to life. I love the following sentence from John: ‘Twelpforce is the culmination of all the different experiments that took place’. Just imagine, thousands of ‘micro-interactions’ happening every day.
