At Best Buy, customer centricity is about giving store employees more power to satisfy the unique needs of the people
who shop in their store. In fiscal 2005, we set the stage for accelerating our transformation to customer centricity:
- We completed a set of lab tests and launched a group of 67 stores with the successful, scalable elements
of this operating model.
- We expanded the Geek Squad® to all Best Buy stores in North
America so more people could access our 24-hour, rapid-response
technology support.
- We boosted the profits of our Canadian stores, where we are
attracting more customers through a dual branding strategy.
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- We launched a three-year process to re-engineer our supply chain
and expand our direct sourcing and private label capabilities.
- We outsourced our information technology function to simplify our
technology infrastructure, to build capabilities and to reduce costs.
- We reorganized our resources to support our long-term growth,
resulting in a smaller, more focused executive team.
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