Home Depot vs. Social Media

ISSUE

• Feared that by participating on social media platforms, the company would lose control of its marketing message.

GOALS

• Establish close relationships between the company's store associates and customers on the social web.
• Gain allies and find people within the company to champion the company's cause, without making management nervous.
• Provide the customer's request to the fullest.

STRATEGY

• Invite people to review products.
• Create "how-to" videos on Youtube and social media other websites.

CALL TO ACTION

• Allow people to review their products on their website.
• Offered clinics and created content to educate customers on how to do home renovations themselves.

Home Depot created a page where customers could share their reviews about a product they purchased.

Home Depot created a Youtube Channel that shares how to use their products and more.

RESULTS

• Home Depot's Youtube videos have over 8 million views.
• Established customer satisfaction.