Barry Judge // Updates from the CMO of Best Buy

Posts Tagged ‘Consumer Experience’

Best Buy Holiday Advertising – “True Stories” Rough Cuts V2

Note: I am now able to publish this post, originally posted 10 days ago.  At the time, we did not have the proper music releases for the Holiday TV spots. These have now been secured for three of them. The following is my original post followed by the now released Holiday TV spots.

As everyone is painfully aware, this Holiday selling period will be unlike any of us have ever experienced. It’s going to be tough and for that reason alone we have been sharpening more than ever our message and media plan to reflect the economic reality.

This Holiday season the intent for our communication messaging is to convey three important ideas (at least we think they are important) .  One, you can trust us to always have your best interests in mind. Two, we have a unique take on how technology and entertainment can make your life better and finally, you can always expect to find great prices. Ultimately our expectation is that, you walk out of the store happier, than when you came in.

Best Buy’s Consumer Experience

As I mentioned in the last post, we have taken many actions to improve the Best Buy store experience as we strongly believe that our people both in the store and on the phone are our Silver Bullets towards winning more than our fair share of consumer demand going forward.  We believe our most important decisions were to re-engineer our culture and incentive structure to enable better store level decision making and to invest more heavily in store labor.  While we still have much to improve, our consumer satisfaction data suggests it is making a difference in the consumer experience. I am however, interested in your opinions as to how well you think we are doing in serving consumers.