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Best Buy Continues Focus

NEW YORK CITY-At the Goldman Sachs Global Retail Conference Friday, Best Buy execs relayed the success of its customer-centric platform.

By Dana Dubriwny | Updated on September 12, 2005

NEW YORK CITY-Best Buy executives at the Goldman Sachs 12th Annual Global Retail Conference on Friday reiterated the importance and success of their customer-centric platform in stores across the US.

Working side-by-side with a professor at Columbia College, Best Buy’s vice chairman and CEO Brad Anderson said the Minneapolis-based electronics retailer is learning that by giving decision-making capabilities and creative rights to employees, there is less turnover and higher customer loyalty.

Research has also put Best Buy in touch with its suburban-mother clientele, Anderson said. Through extensive focus groups, Anderson said the company learned that “she didn’t like us. They came into store with their kids, the kids would go off with gaming, and when they went to talk to someone about what they were interested in, like a camera for example, we would ask how many pixels she was looking for. Some also said they felt like we would talk to boyfriend instead of her,” Anderson said.

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