As electronics prices fall fast, Best Buy is bent on remaking itself as a purveyor of experiences. So rather than simply buying a TV, say, customers can rely on Best Buy’s “blue shirts” to help them design home entertainment systems. The sales staff can act as personal tech consiglieri, handling everything from which products best meet the customers’ needs, to delivery and setup, to hookups with a digital source. It all flows out of CEO Brad Anderson’s sweeping and costly innovation program called “customer centricity.” The program encourages those blue shirts on the floor to listen to customers’ needs and turn what they’ve heard into new business ideas. Empowerment is so much in the air that this year Best Buy is launching a pilot that will enable store workers to make their own schedules. The idea takes its cues from Best Buy’s corporate headquarters, a clockless office where there are no schedules, no meetings, and no rules about how and when to get work done.
|Sales Growth Rate**|
|12-Month Net Income||
|Total Return||Past 12 Months|
|Past 36 Months
|Economic Sector||Consumer Discretionary|
|Industry||Computer & Electronics Retail|