Access, from our customers' perspective, means interacting with Best Buy how, where, and when it is best for them and their lifestyle. Their preferences might change from day to day-or hour to hour. Our job is to provide customer access on their terms, and to make it easy and fun.
Consider a customer who starts the day by researching on www.BestBuy.com, later visits and makes a purchase at a Best Buy store, has the products delivered and installed in her home, and finishes the day with a call to our support center with a question. That one customer has four different interactions-which should all look and feel like Best Buy. Our goal is to deliver a seamless and consistent experience across all of them regardless of how customers choose to interact with us. This goal challenges us to focus on the end-to-end customer experience-and to see it through our customers' eyes.
A tangible example of improving customer access from this last year is the new ability for our customers to redeem gift cards online. We invested in the required technology to allow our customers to define how they did business with us-not the other way around. Using this lens, we literally see a world of opportunities to improve the overall experience and deepen customer relationships.
Our business is growing as we respond to customers' needs for more-and different-access to our products and services. Most customers use our Web sites to research purchases before shopping in stores. Additionally, customers increasingly make purchases online or via our call centers.