Just in time for the big holiday shopping season, major retailers are starting to take advantage of the social media tools available to connect better with customers.

As Doris Hajewski of the Milwaukee Journal-Sentinel recently reported, large-scale retailers like Kohl’s and Best Buy are using Facebook in particular to connect with customers, getting feedback – both positive and negative – and reacting to it in order to better communicate with those likely to spend dollars in their stores this holiday season.

Kohl’s has adapted its Facebook page to match its more traditional holiday advertisements, and has assigned a specific marketing team to monitor that page for customer feedback.

Bill Emerson, a former retail executive turned advisor, told the paper that leaving criticisms on retailers’ Facebook pages isn’t necessarily a bad thing.

To read Hajewski’s full article, click here.

What are your thoughts on using Facebook as a retail communications tool? Will you visit a store’s Facebook or Twitter page before shopping this holiday season?

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