Customer-centric Employee Training Programs: A Key Contributor to Best Buy`s Success

Customer-centric Employee Training Programs: A Key Contributor to Best Buy`s Success
Case Code: HROB241
Case Length: 13 Pages
Period: 2008-2022
Pub Date: 2023
Teaching Note: Available
Price: Rs.300
Organization: Best Buy Co., Inc.
Industry: Retailing
Countries: United States
Themes: Training & Development, Corporate Strategy, E-learning,Knowledge Management
Customer-centric Employee Training Programs: A Key Contributor to Best Buy`s Success
Abstract Case Intro 1 Case Intro 2 Excerpts

Early Training and Development Programs

Best Buy created a system that relied heavily on employee engagement, making every employee responsible for the customer experience. The employees had to be instrumental in identifying customers’ pain points, understand product features, be aware of new trends, and keep an eye on the competition. Right from hiring the best employees, Best Buy continuously invested in them through training and development programs so that they acquired industry relevant knowledge and were abreast of all changes in product lines, new processes..

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