Breathing Life into Yammer at B&Q

B&Q is the UK’s leading home improvement and garden living retailer, helping customers have smarter homes since 1969. It’s part of Kingfisher plc, an international home improvement company with over 1,200 stores in 10 countries across Europe, Russia and Turkey, supported by a team of 77,000 colleagues.

Alison Boothby interviewed Steve Gilbert, Channels Manager at B&Q, to find out how he’s helped establish enterprise social internally, breathing life into Yammer to position it as a valuable business tool. Launched in 2018, we revisit Steve to find out how the tool has performed since.

THE AUTHOR

Luke Budka, head of digital PR and SEO, at B2B growth agency TopLine Comms

Luke is head of digital PR and SEO at B2B growth agency TopLine Comms. He’s interested in how PR powers SEO and doesn’t think there’s a lot of a difference between the front page of a newspaper and the first page of Google’s search engine results pages.

What was the digital landscape at B&Q when you arrived?

“When I joined B&Q in January 2017, there was already a global IT programme underway to improve digital capability for our colleagues and customers everywhere. Internally, Kingfisher had assessed a number of solutions in detail and, off the back of a significant amount of work, chosen Office 365.

“The company had dabbled with enterprise social before but, prior to Yammer, no one tool had ever reached critical mass. Yammer was already ‘switched on’ in B&Q when I arrived, but it wasn’t widely available, and nobody was really owning it locally from a business perspective. It lacked structure, posting was sporadic, and the audience was small. This made it juicy and daunting at the same time! Fortunately, I made an early friend in our global IT Services Director, who’s very pro social, and he’s been a huge help throughout….

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