Best Buy’s CEO, Brian Dunn, blogged a rebuttal to a critical Forbes article in early January. He took responsibility for a number of screw ups during the holiday season, but pointed out that Best Buy was a strong, profitable retailer and was working hard to create an even “more seamless experience between our stores, web sites, call centers and services teams.”
The real news was the candor of the hundreds of comments that piled on within hours of Dunn’s post, including detailed critiques of operations from employees and former employees and criticism from customers. Here are two examples:
Example of Customer Feedback:
“I should not have to wait 45 minutes, go through 3 associates, and be bombarded by repeated attempts to sell me a credit card, extended warranties, and service protection to buy a laptop … I can’t even walk out of an empty Best Buy store with a video game in 5 minutes. …At a crowded Apple Store, I grab what I want and the employee in that section checks out my order – out in 3 minutes.
As CEO, you can IMMEDIATELY improve the customer experience by not requiring employees to hound customers with warranties, credit cards, protection plans, and etc. If I wanted them, I’d ask. This will seriously fix the majority of negative customer experiences.”
~ Comment by Simon — January 6, 2012 @ 7:13 pm