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DSM Local

West Des Moines, IA

#1 Sep 8, 2012
Best Buy's new tagline called 'a death sentence'
Minneapolis / St. Paul Business Journal by Mark Reilly, Managing Editor
Date: Thursday, August 30, 2012, 7:08am CDT - Last Modified: Thursday, August 30, 2012, 2:29pm CDT
There is virtually no aspect of Best Buy Co. Inc.'s business that hasn't gotten the slings-and-arrows treatment from somebody. Now its shiny new tagline is under attack.

David Brier writes at Fast Company.com that Best Buy's tagline — "Making technology work for you," which debuted over the summer — "is a death sentence that is bland, old, worn, uninspired." He even includes a Venn diagram on bad branding, with a four-letter expletive in the middle.

Brier's criticisms were later picked up at Forbes.com , which took some swings of its own.

So, if you're keeping score, Best Buy has taken shots in recent months for its store customer service, its online operations, its former CEO, its incoming CEO, its lack of planning for a new CEO, and its general business model.

How are its restrooms? Maybe there's some space to excel there.

Update: I was totally kidding about that restroom thing. It was just a tease to get you to read this other post (and you should). But not anymore: Here's a review of a redesigned Best Buy store — by Jim Tincher, a customer-satisfaction specialist who used to work for Best Buy — that includes, no lie, a short bit on the restrooms. His take:

"These were nice and clean, even featuring fake flowers in the corner. But when the hot water was turned on, nothing came out. Nice look, poor functionality."
That looks-better-than-it-works impression turned up throughout Tincher's walkthrough of the store (Best Buy's flagship location in Richfield, and the first to be redesigned under its "connected store" format). He likes the design and interactivity, but some demonstration areas didn't work

http://www.bizjournals.com/twincities/morning...
DSM Local

West Des Moines, IA

#2 Sep 8, 2012
Best Buy's Hubert Joly dons blue shirt, walks store floors in debut as CEO
Minneapolis / St. Paul Business Journal by Ed Stych, Web Producer
Date: Tuesday, September 4, 2012, 12:33pm CDT
New Best Buy Co. Inc. CEO Hubert Joly says he wants "to move very quickly" to turn around the struggling electronics retailer and he is first focusing on the upcoming Christmas shopping season.

Joly, who started his new job Tuesday, told Reuters that his turnaround plan will come in segments — short-term holiday-season moves, pilot-program tests and "a longer-term vision".

He gave few details, though he said the company would reach out to suppliers to develop deeper partnerships, which could take the form of exclusive products or shopping experiences (a counter-showrooming tactic that Target Corp. has employed, as well).

>Click here to read Reuters’ story.

Richfield-based Best Buy (NYSE: BBY) said Joly will spend his first week wearing the company's sales-team blue and working on the floor of several Best Buy stores in the Twin Cities area.

Joly, 53, said the last time he worked in a retail store was in 1975.

"I want to not learn our businesses from the headquarters," Joly said, "I want to learn from the front line."

Joly, who was CEO of Minnetonka-based hotel and restaurant operator Carlson Cos. and was hired by Best Buy last month, said he also plans to cut non-salary expenses and win holiday shoppers by improving customer service and offering competitive prices. He wasn't more specific

http://www.bizjournals.com/twincities/news/20...
DSM Local

West Des Moines, IA

#3 Sep 8, 2012
Joly on Best Buy stores: More training will help
Minneapolis / St. Paul Business Journal by Mark Reilly, Managing Editor
Date: Friday, September 7, 2012, 6:57am CDT
Hubert Joly, the new CEO of Best Buy Co. Inc., will boost employee training in a bid to turn around stores that are lagging in sales growth.

Bloomberg Businessweek has an interview with Joly, who officially became the successor to interim CEO G. Mike Mikan this week. Joly noted that Best Buy has a wide range of performance within its chain, which is pulling down overall comparable-store sales — a crucial retail metric and one that the Richfield retailer has to fix if it's going to compete with online rivals like Amazon.com .

"Leadership and quality of execution make a huge difference" at the local level, Joly said, adding that the company will add training across various departments to make store employees "an undisputed point of reference" for customers.

The story also gets into Joly's background in hospitality: he was formerly the CEO of Minnetonka-based Carlson, which owns the Radisson hotel chain. His focus on local training is in keeping with a that background — both retail stores and hotels have large, often low-skilled work forces whose training can mean the difference between a great customer experience and a lousy one.(On the other hand, his lack of direct retail experience drew some criticism when Best Buy announced his hiring.)

Larry Downes, the Forbes.com contributor who has criticized Best Buy before it became cool, had built his case around what he saw as a failed training system at the retailer, arguing that it trained staff to sell stuff, not to make customers happy. Another Forbes contributor, Carmine Gallo, later cheered Joly's hiring, noting that Steve Jobs took pointers from the Ritz-Carlton when shaping the experience at the Apple Store.

http://www.bizjournals.com/twincities/morning...
DSM Local

West Des Moines, IA

#4 Sep 8, 2012
Just posted what is current;y being talked about in relation to best buy.

I think they will turn it around but the turmoil will continue for perhaps a year or two, longer if the economy gets worse (so if you care for best buy vote Romney).

This company was in no way prepared for internet sales, ironic considering what they sell
maybe its you

Saint Paul, MN

#5 Sep 8, 2012
Well, the certainly get plenty of my money! Actually, I was surprised to see them remodeling my friendly, neighborhood Best Buy. The store itself can't be more than about 3 years old. I figure things can't be all bad if they're doing that. I do wish them luck.
Larry Moe and Curly

Saint Paul, MN

#6 Sep 8, 2012
maybe its you wrote:
Well, the certainly get plenty of my money! Actually, I was surprised to see them remodeling my friendly, neighborhood Best Buy. The store itself can't be more than about 3 years old. I figure things can't be all bad if they're doing that. I do wish them luck.
Best Buy's problem is that you can purchase everything they sell cheeper online. They cut back by laying off the more tech oriented sales and customer service people to save money. Bad idea! The worst thing is that they still try to force those extended warranties on you. Those are what they measure the sales peoples jobs on. Sometimes they go so far as to break down their performance into how many sales they should have per hour. When they are under pressure like that, the sales people only care about pushing product and NOT customer satisfaction.
BB Solution FOR SURE

Minneapolis, MN

#7 Sep 8, 2012
Larry Moe and Curly wrote:
<quoted text> Best Buy's problem is that you can purchase everything they sell cheeper online. They cut back by laying off the more tech oriented sales and customer service people to save money. Bad idea! The worst thing is that they still try to force those extended warranties on you. Those are what they measure the sales peoples jobs on. Sometimes they go so far as to break down their performance into how many sales they should have per hour. When they are under pressure like that, the sales people only care about pushing product and NOT customer satisfaction.
Employees of Best Buy need to form a Union, call it the "United Electronics Sales Union of America" or some such foolishness.

THEN our fine leader President Obama would spend all kinds of cash on Best Buy to prevent them from going broke.

Obama could implement "Pennies for PC's" where customers would get $10 for trade in on a new PC purchase at Best Buy.

Obama could force Best Buy to make a new "Green PC" that would operate off the sunlight and be made from old Viagra Boxes, recycled of course.

Obama could force ALL Government agencies to buy Best Buy products, you understand it's for the best of the country.

Obama could force the Government to buy all kinds of Best Buy stock, you know because it's the right thing to do and will save MILLIONS of good middle class jobs.

AND THEN President Obama could brag how HE SAVED Best Buy and all the good paying Union jobs at the company.

President Obama IS a true LEADER!!!!

Don't YOU forget it!!!!
BB Solution FOR SURE

Minneapolis, MN

#8 Sep 8, 2012
Post a good idea and all ya get is SPAM rateing.

Can't ya contribute?
Larry Moe and Curly

Saint Paul, MN

#9 Sep 8, 2012
BB Solution FOR SURE wrote:
Post a good idea and all ya get is SPAM rateing.
Can't ya contribute?
How did you come up with this political crap to a business question? Dumb!
BB Solution FOR SURE

Minneapolis, MN

#10 Sep 8, 2012
Larry Moe and Curly wrote:
<quoted text> How did you come up with this political crap to a business question? Dumb!
Because that is EXACTLY what President Obama did with General Motors. Our President wouldn't treat anyone differently, would he?

You must have known that and just giveing me krap, right?
CRASSUS

Neenah, WI

#11 Sep 8, 2012
Best Buy should hire a bunch of stupid 20 year old's and have them give terrible customer service. That should help. Oh, and make sure they don't know a damm thing about the products they sell.
Smiling Slew

Kent, WA

#12 Sep 8, 2012
CRASSUS wrote:
Best Buy should hire a bunch of stupid 20 year old's and have them give terrible customer service. That should help. Oh, and make sure they don't know a damm thing about the products they sell.
It was AWFUL, a gross guy with tampon strings in IT'S MAW.... wanted to tell me about his education, but he was a crassass, dirty, fat, old bum... A small Negro child came around the corner and IT fled screaming, LIKE A BYTCH !!! LMAOROTFu~!
appleboy

Minneapolis, MN

#13 Sep 8, 2012
CRASSUS wrote:
Best Buy should hire a bunch of stupid 20 year old's and have them give terrible customer service. That should help. Oh, and make sure they don't know a damm thing about the products they sell.
Correct.

They are their worst enemy. They could provide service you don't get from online outlets.
Smiling Slew

Kent, WA

#14 Sep 8, 2012
Too bad, you have no character, offal..
appleboy

Minneapolis, MN

#15 Sep 8, 2012
appleboy wrote:
<quoted text>
Correct.
They are their worst enemy. They could provide service you don't get from online outlets.
Yaaaa.....
Conner

Saint Paul, MN

#18 Sep 9, 2012
BB Solution FOR SURE wrote:
<quoted text>
Because that is EXACTLY what President Obama did with General Motors. Our President wouldn't treat anyone differently, would he?
You must have known that and just giveing me krap, right?
Dopes like you ruin any discussion even when politics are not involved. After Obama wins in November, hopefully all you right wing wackos will return to your caves and the rest of us can have some intelligent opinions exchanged here.
BB Solution FOR SURE

Minneapolis, MN

#19 Sep 9, 2012
Conner wrote:
<quoted text>Dopes like you ruin any discussion even when politics are not involved. After Obama wins in November, hopefully all you right wing wackos will return to your caves and the rest of us can have some intelligent opinions exchanged here.
Dopes like you ruin any discussion even when politics are not involved. After Obama loses in November, hopefully all you left wing wackos will return to your caves and the rest of us can have some intelligent opinions exchanged here.
Amused Slew

Kent, WA

#20 Sep 9, 2012
AS the moron wrote ...copy much 5 year old child---Yaaaa.....
Another error

Minneapolis, MN

#21 Sep 9, 2012
Amused Slew wrote:
AS the moron wrote ...copy much 5 year old child---Yaaaa.....
AS the moron wrote ...copy much 5 year old child---Yaaaa.....
Amused Slew

Kent, WA

#22 Sep 9, 2012
Seems you have no support or brains...too bad crassass.

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