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 |
Abstract Case Intro 1 Case Intro 2 Excerpts
Excerpts
Focus on customer experience – ‘best buy 2020 – building the new blue’
In November 2012, Joly had unveiled the Renew Blue transformation strategy to focus on turning Best Buy around. The two fundamental problems the retailer faced at that time were negative comparable store sales and a declining operating income rate. Joly came up with a five-point turnaround plan within eight weeks of joining..
L&D Focus – ‘Building The New Blue: Chapter Two’
In September 2019, the management unveiled the ‘Building the New Blue: Chapter Two’ strategy as a continuation to the Best Buy 2020 plan. Corrie Barry, the CEO, said, “Our Building the New Blue strategy is the right one, and it’s working...
Road Ahead
Best Buy offered the best to its employees in the form of learning and development programs, earning it a spot in the Top 10 of the Training Top 125 for the fourth consecutive year in 2022. Being customer-centric and involving employees at every level, Best Buy made both the employees and the customers feel valued..
Exhibits
Exhibit I: Consolidated Statements of Revenue (2018-2022)
Exhibit II: Learning Lounge Online Portal
Exhibit III: Revenue by Product Category (2017-2022)
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