Lessons From Best Buy’s Online Order Fiasco

Best Buy recently announced that it was canceling a number of orders that it took on its website on the weekend after Thanksgiving because of “overwhelming demand of hot product offerings.” This move comes after aggressive promoting and discounting to draw consumers to its online channel. So what is Best Buy doing besides just canceling orders right before Christmas? According to one of the affected consumers, Best Buy tried to get him to take an older model or a more expensive model, both of which wouldn’t arrive until after Christmas. According to Susan Busch, senior director of Best Buy’s public relations “What was wrong is that there was an unacceptable Read More …

Employees Are Key To Electronics Retailing

Here’s how Best Buy CEO Brian Dunn ended a recent blog post on CNBC: You should be happy with what you purchase. This means that the product works the way you expect it to before you walk out of the store, or when you get home. If not, you’ve overpaid at any price. Dunn’s post discusses the importance of knowledgeable staff in the consumer electronics space. He points to a study by The American Consumer Institute that shows how often consumers selected different attributes as being important for their electronics purchase: Product quality (85%) Knowledgeable staff (77%) Finding someone to help (74%) Lower prices (70%) My Read More …

Best Buy Is On My Mind

I’ve been thinking a lot about Best Buy lately; for a number of different reasons. First of all, the recent announcement that Brad Anderson will be retiring as CEO and replaced by Brian Dunn caught my eye. I’ve been thinking about writing a note to Dunn (in my blog) with my recommendations. Look out for that in a future post. Next, we just got word that Best Buy’s CMO (Barry Judge) has agreed to speak at Forrester’s Customer Experience Forum in June. It should be a great event because we already have some wonderful speakers including USAA’s COO and CIGNA’s Customer Experience Officer. Sohrab Vossoughi, design Read More …