January 10, 2012

Best Buy CEO Response: Please Read The Comments

For my Executive, CEO, and Owner audience (and the rest of you for that matter) ... read this letter from the CEO of Best Buy ... and then spend ten minutes reading the comments.


Click here to read the article.


I'll wait until you are done.


...


...


Ok, do the employee comments resonate with you?  How do the employee comments translate to your business model?  Do you have some of the same issues (with Amazon or eBay or another competitor, for instance), and if so, how do you plan on dealing with them.

Time to think.

1 comment:

  1. I'm in the UK and have never shopped at Best Buy. However, having followed several of the recent stories I wonder how often snr execs visit stores unannounced and perform mystery shopping first hand. This is something that the Sir Terry Leahy of Tesco did weekly.

    Some of the apparent symptoms suggest there is such a significant disconnect from the board to the store staff and customers, that the board is simply out of touch and the loyalty of many staff is waning as they suffer death-by-a-thousand-cuts.

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How Can A Product Or Category "Cause" A Customer To Become More Valuable?

I'll go back to my time at Nordstrom ... two decades in the rear view mirror these days. Our Accessories merchant was a force of nature....