Best Buy’s CEO Focuses On Customer Centric Service

Mar 19, 2004

By George Anderson

Brad Anderson, chief executive officer, Best Buy told Reuters, “People come to specialty stores because they are looking for some service or selection that they can’t get from the mass market.”

For those reasons, says Mr. Anderson, Best Buy intends to invest more heavily in customer service and positioning itself as a solutions provider for consumers of high-tech entertainment products.

Best Buy’s customer service initiatives will mean a more decentralized structure for the business. “We are moving power from Minneapolis to wherever the engagement is with the customer. Instead of Minneapolis telling the store what to do, it would be the store asking what it can do in assisting its customers.”

Mr. Anderson also reaffirmed Best Buy’s intention to continue selling home appliances. The chain has lost share in recent years as the DIY retailers Home Depot and Lowe’s entered
the category.

Moderator’s Comment: What are your thoughts on Best Buy reshaping itself as a consumer solutions provider in high-tech

The nation’s largest consumer electronics chain is currently testing its new service initiative, Customer Centricity, at 32 stores. Mr. Anderson said the
early results look “pretty compelling.”
Anderson – Moderator

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