How Best Buy deals with customers:

A while ago I read “Work sucks”.  It deals with the Best Buy Philosophy for life and work balance. Great to read (and you can read the book within 60 minutes).

The wonderful Bruce Temkins describes their approach with regard to CEM at http://experiencematters.wordpress.com/2009/02/02/best-buy-is-on-my-mind/ . Again WOW (and I believe they are coming to Europe)

Nina Berman www.ninaberman.com
Artist: Nina Berman www.ninaberman.com

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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 later 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 visionary and founder/CEO of Ziba Design will also be speaking. And I’ll be kickiung it off with an opening keynote. Keep an eye on the agenda as we continue to plan content for the event. Finally, I just bought a flat screen TV from Best Buy. It was a very positive experience. The sales person in Dedham, MA was great (here’s a shout out to Juan Julian Purdy). He was knowledgeable, friendly, and attentive. It’s not done yet, so I may add another post after the TV is delivered and installed.

The bottom line: I’m feeling good about Best Buy.

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Nina Berman www.ninaberman.com
Artist: Nina Berman www.ninaberman.com